Job Description
Join an iconic Kiwi company and make a difference in technical support!
Steelfort is a trusted name in New Zealand, providing high-quality outdoor power equipment, home appliances, and commercial solutions. With a strong reputation for exceptional customer service and innovation, we support our nationwide dealer network and end users with premium products, including LawnMaster, Cub Cadet, Hustler, and Rover. As we continue to grow, we are looking for a technically minded Product Support Specialist to join our team in Palmerston North.
About the Role
As a Product Support Specialist, you'll be the go-to expert for technical inquiries across our outdoor power equipment range. You'll provide troubleshooting assistance, expert advice, and support to dealers, service agents, and customers-ensuring fast, efficient resolutions that uphold Steelfort's high standards.
Key Responsibilities
🔹 Provide technical support and troubleshooting assistance for Steelfort's outdoor power products.
🔹 Respond to inquiries via phone, email, and the Steelfort dealer portal.
🔹 Diagnose and resolve product issues, escalating complex cases as needed.
🔹 Maintain accurate records of support cases in the CRM system.
🔹 Assist with product training for dealers and service agents, both remotely and on-site.
🔹 Collaborate with sales and product teams to provide feedback and suggest product improvements.
🔹 Support warranty processes, including claim assessments and documentation.
🔹 Contribute to technical resources such as manuals, FAQs, and training materials.
🔹 Stay updated on new products and technologies to ensure top-level support.
What You'll Need
✔ Experience in technical support or customer service, ideally within outdoor power equipment, appliances, or a similar industry.
✔ Strong mechanical or technical aptitude to diagnose and resolve issues.
✔ Excellent communication skills, both written and verbal.
✔ A customer-first approach, with a focus on delivering high-quality service.
✔ Strong organisational skills and attention to detail.
✔ Ability to work independently and as part of a team.
✔ Proficiency in Microsoft Office and CRM systems.
Bonus Points For:
- A relevant technical qualification (mechanical, electrical, or similar).
- Experience working with outdoor power equipment.
Why Join Steelfort?
- Be part of an iconic Kiwi company with over 77 years of history.
- Work in a supportive team environment with opportunities for career growth.
- Enjoy a varied role where your expertise makes a real impact.