Technical Support Specialist (RV & 12V Power Systems)

Technical Support Specialist (RV & 12V Power Systems)

BMPRO designs and supplies power management and smart technology solutions for RV and leisure vehicle markets. We are an established Australian business with a practical, team-based culture. This role is based in Bayswater and suits someone who wants an on-site role with direct involvement in the operation and the team.

About the Role

BMPRO is seeking a Technical Support Specialist to deliver technical product support across our market-leading range of RV, 12V power management, battery, monitoring, and control solutions.

In this hands-on role, you'll manage customer interactions via phone, email, and support tickets, providing troubleshooting, product guidance, technical advice, and warranty support to ensure every customer receives an exceptional experience. You'll work closely within a small, collaborative team alongside customers, dealers, Product and Engineering teams to resolve problems, identify product improvements, and contribute to continuous improvement initiatives.

You will also support the warranty and returns (RMA) process while maintaining accurate case documentation and contributing to knowledge base improvements that help drive service excellence across the business.

If you're a technically minded support professional who enjoys solving complex problems and delivering outstanding customer service, we'd love to hear from you.

What You'll Be Doing:

Technical Product Support

Provide technical product support to customers and dealers via phone, email, and support tickets.

Troubleshoot product issues, perform diagnostics, and provide installation and product guidance.

Manage and resolve technical support cases, ensuring timely and accurate outcomes.

Provide technical advice on product suitability for customer applications.

Escalate complex technical issues to Product and Engineering teams where required.

Deliver professional, customer-focused service across every interaction.

Warranty & RMA Support

Support customers and dealers with warranty, repair and returns enquiries.

Conduct initial assessments and troubleshooting to determine appropriate next steps.

Coordinate with internal teams to assist with repairs, replacements and product returns.

Maintain accurate records and keep customers informed throughout the resolution process.

Maintain case notes, support documentation and knowledge base resources.

Identify recurring issues and provide feedback to Product, Engineering and Quality teams.

Contribute to improvements in support processes, systems and tools.

Assist with product testing, dealer support, trade shows and customer training activities as required.

What We're Looking For:

Strong troubleshooting mindset and diagnostic skills with the ability to resolve complex technical issues.

Knowledge of electronics, 12V electrical systems, automotive, RV or related technical products, or the ability to quickly develop technical product knowledge.

Ability to explain technical information clearly and confidently to customers with varying levels of technical expertise.

Excellent written and verbal communication skills.

Proficient in Microsoft Office and customer support/CRM platforms.

Highly organised with strong attention to detail and the ability to manage multiple priorities.

A customer-focused approach with a passion for delivering exceptional service.

Ability to work collaboratively across teams while also being self-motivated and capable of working independently.

Highly Regarded

Experience in technical customer support, product support or helpdesk environments.

Experience supporting warranty claims, repairs or returns processes.

Experience with Zendesk or similar support and CRM systems.

Hands-on experience with 12V electrical systems, battery systems, solar, caravans, RVs, automotive accessories or related products.

Knowledge of product diagnostics, fault finding and installation support.

Experience supporting dealers, installers or trade customers.

Exposure to trade shows, customer demonstrations or product training environments.

Interest in the caravan, camping, 4WD and outdoor lifestyle markets.

Trade qualification or technical background in electrical, automotive, electronics or a related field.

Why Join BMPRO?

Be part of a growing and innovative Australian technology business.

Work with industry-leading RV, off-grid and 12V power management products.

Opportunity to develop your technical expertise and product knowledge.

Collaborative and supportive team environment with direct access to Product and Engineering teams.

Ongoing learning and career development opportunities.

Recognition of service milestones and employee achievements.

Participate in company social events, team lunches and fundraising initiatives throughout the year.

Free on-site parking at our Bayswater office.

Flexible working arrangements available, subject to role requirements and business needs.

Join a business that values innovation, teamwork, accountability and customer focus.

Make a genuine impact by helping customers get the most from their BMPRO products.

If you're passionate about technology, enjoy solving technical challenges, and take pride in delivering outstanding customer service, we'd love to hear from you.

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