Customer Service Technician

Company Description

MAKE THE DIFFERENCE! THINK CUSTOMER FIRST! EXPERIMENT! CARE! BE OPEN!

Do you want to make a difference? Our goal is to always put customers and people first! Our challenge is to experiment and innovate, being open to change and diversity. These are the pillars of the Carel Culture Code, the basis of our corporate culture and our platform for growth. If you can relate to these values or want to make them your own, join us and find out just how much we can achieve together!

We are world leaders in control solutions for air conditioning, refrigeration and heating, as well as systems for humidification and adiabatic cooling. Our products guarantee high performance, are energy efficient and environmentally sustainable.

Position

Department: Carel Services Team

Position: Customer Service Technician

Location: Sydney, NSW

Key Responsibilities

• Provide technical support via phone, email, remote access, and occasional site visits.

• Support commissioning, configuration, and troubleshooting of CAREL control solutions and monitoring systems.

• Assist customers with product selection, application support, and after-sales service activities.

• Perform warranty assessments and root cause analysis.

• Develop and maintain supervisory graphics, BMS layouts, and monitoring configurations.

• Support integration of refrigeration controls with BMS and communication systems.

• Deliver customer training and technical presentations.

• Coordinate with HQ, R&D, Quality, Sales, and Service teams to resolve customer issues.

• Maintain accurate technical documentation and service records.

Requirements

Qualifications, Experience & Technical Skills

• Qualified Refrigeration Mechanic or HVACR Engineer with at least Cert III in Air Conditioning & Refrigeration, ARC Refrigerant Handling License is not required.

• Minimum 4 years experience within the HVAC and Refrigeration industry.

• Advanced understanding of retail CO2 refrigeration systems.

• Experience with retail monitoring and supervisory systems.

• Strong knowledge of Building Management Systems (BMS), communication networks, and control system integration.

• Advanced proficiency in Microsoft 365 applications.

• Competency with technical drawing and documentation tools.

• Experience using CAREL software tools.

• Experience with BMS Layout Builder or equivalent platforms.

• Knowledge of Java and/or HTML scripting is advantageous.

Soft Skills & Professional Attributes

• Excellent verbal and written communication skills.

• Strong customer service focus and professionalism.

• Effective inter-team coordination and cross-functional collaboration.

• Strong organizational, analytical, and problem-solving skills.

• Self-motivated with the ability to work independently and within a team.

• Positive, proactive, and continuous improvement mindset.

Adaptability & Flexibility

• Ability to adapt to changing customer requirements, technologies, and business priorities.

• Flexible approach to workload management within a dynamic service environment.

• Willingness to learn new products, software tools, and technologies.

• Comfortable working across customer support, training, warranty, and pre-configuration activities.

• Willingness to undertake occasional customer visits and site support activities.

Other information

MAKE THE DIFFERENCE…ANYWAY: this position isn’t right for you? Check out our other job opportunities: https://www.carel.com/open-positions

ACT FOR THE PLANET - ACT FOR PEOPLE - ACT TO SHARE VALUE

At Carel we are actively committed to achieving our sustainability objectives, outlined in our “Driven by the Future - Sustainability in Action” plan, available for reference at: https://www.carel.com/carel-and-sustainability. Every day we take concrete actions to help combat climate change, identifying and developing products and services that increase energy efficiency and allow us to drastically reduce environmental impact.

Our organization aims to ensure the establishment of transparent and responsible governance and to foster a fair and inclusive workplace where diversity is recognized as an essential value for the innovation we strive to bring. Carel is committed to equal employment opportunity and prohibits any form of discrimination. In line with these objectives and values, all applications received will be given due consideration and will be exclusively valued based on competences, experiences, motivation and values alignment.

This job post addresses both female and male candidates (see D.Lgs. n. 198/2006 & ss.mm.ii and D.Lgs. 215-216/2003). Candidates are invited to read the privacy statement (see artt. 13 e 14 del Reg. EU 679/2016) at the following link: https://www.carel.com/documents/10191/678238/CAREL_GDPR_Information_Candidates.pdf

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