Technical Support Specialist (Plumbers)

We’re looking for a Technical Support Specialist (Plumbers) based in Prestons on a permanent, full-time basis.

Join our vibrant team at GWA, where our rich Australian and New Zealand heritage, technical expertise, and innovative drive, combine with our iconic brands to create something truly extraordinary. For over a century, we've been crafting innovative, high-quality products for homes and offices, including market-leading brands like Caroma, Methven and Clark.

About the role

As a Technical Support Specialist, you’ll be a key player in our strategy to be the trusted technical partner. Reporting directly to the Technical Services Manager, you’ll be the go-to source of technical guidance for plumbers across Australia.

In this role, you’ll be responsible for:

• Providing technical advice and support to plumbers on the application, installation, offer on-site troubleshooting and maintenance of GWA products.
• Managing inbound calls and being prepared to make outbound calls as we expand our service capabilities.
• Coordinating calls and emails from plumbers and internal teams to resolve queries efficiently and within the Service level agreement.
• Identifying opportunities to promote value-added services that enhance the customer experience and contribute to our business growth.
• Delivering accurate, timely practical technical support that reinforces our reputation as a trusted technical partner.

About you

As a successful Technical Support Specialist, you will bring:

• Customer service experience with strong phone etiquette and email communication skills
• Experience in a busy inbound call centre environment, with some exposure to outbound calls
• Ability to grasp technical concepts and experience in handling queries and providing technical advice
• Experience dealing with plumbers or other trades in a manufacturing or product-based industry is highly regarded
• Organisation skills to manage information and multitask in a high-call environment
• Proficiency with CRM and ticketing systems
• Problem-solving abilities and strong interpersonal skills to build team and customer relationships

About us

At GWA, we're not just a company—we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year.

When you join us, you'll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways.

We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars—We are One Team, We are Customer Focused, and We Care for Each Other—are more than just words; they're our way of life.

What can you expect from us?

Join us on our journey from Good to Great, where you'll collaborate with inspiring colleagues, engage with iconic brands, and contribute to a business with a legacy of strong growth. Take the first step towards an exciting career and become part of a team that's dedicated to delivering exceptional customer experiences and making a real difference in the world.  We value passion, potential, and a willingness to learn.

Aside from a supportive and collaborative culture where you’ll be set up for success and know that you’re making a real difference from day one, we’ll offer you:

• Hybrid working options
• Free onsite parking available
• Competitive remuneration 
• An immersive onboarding program to set you up for success
• Opportunities to learn and grow through our Learning & Development programs
• ‘Great Rewards’ program - exclusive access to discounts and cashback rewards at your favourite stores
• ‘Bathrooms & More’ program - great discounts on a wide range of our products
• Volunteer and Community Service Leave
• Health & Wellbeing Services with 24/7 in app access to medical advice, safety support and mental healthcare for you and your immediate family members.
• Annual flu vaccinations
• Medibank Health Insurance - discounts on corporate cover 

Ready to apply?

Great! Just click the apply button to build your career with us!

Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role.

GWA Group does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.  

Please note that we are not accepting applications from agencies at this time.