About the company

We have been designing and manufacturing high-performance turbo vehicle products in Australia since 1998, and you can find them on street and race cars around the world.

At GFB, we are passionate about our products and always strive to be the best in everything we do. We value innovation, performance, efficiency, and the customer experience. Our continued company growth is the product of this ethos.

Our design engineers have historically handled all tech support enquiries, but as demand for our products continues to grow we are looking to expand our tech support capacity so the engineers can continue to pursue new and exciting product designs!

About the opportunity

We pride ourselves on providing the highest level of technical support. We treat it with as much care and dedication as we do our product designs, with the singular aim of ensuring the best customer experience.

As the first point of contact with technical questions or issues, it is essential the Tech Support person maintains our high standard, as the customer’s experience reflects heavily on our brand and a customer or seller’s future purchasing decisions.

A dedicated tech support role is a newly created position within GFB, and we see it as a significant opportunity not just to fulfil the role previously handled by our engineers, but to expand it to support our continued growth whilst maintaining our excellent customer experience.

We envision this role making use of valuable market insights and trends gained by interacting directly with customers, and feeding this information directly into relevant areas of the business such as sales, marketing, product design, manufacturing, and assembly. Your interaction with customers will help us make our products the best they can be.

Key Responsibilities

  • Maintain a high level of customer satisfaction and experience
  • Provide product technical support via phone, email, and social media
  • Assist sales enquiries with correct product selection
  • Strive to maintain in-depth and up-to-date knowledge of our products and their applications
  • Record tech support trends and liaise with the relevant areas of the business to help make continual improvements to our products and services
  • Develop “self-help” material such as website FAQs and “how-to” guides to address common support questions and issues
  • Develop reports on tech support issues to allow us to better track and address common questions and issues, along with costs involved (i.e. warranty replacements)
  • Must ensure housekeeping standards are maintained and OH&S requirements always adhered to
  • Other duties as required to assist the team

Skills and experience

The successful candidate must demonstrate excellent personal interaction skills and a sound technical background in performance turbocharged cars to be able to speak the same “language” as our customers. Thorough product knowledge of GFB parts will come with training on the job, but existing problem-solving skills and attention to detail are an essential prerequisite to this role.

  • Must have sound technical background in performance automotive and turbocharging
  • Excellent personal interaction and communication skills (written and verbal)
  • Strong attention to detail and problem-solving ability
  • Experience in customer support preferred
  • Ability to collate and present data

Personal attributes

  • Self-drive and initiative
  • Customer focussed
  • Commitment to continuous improvement
  • Results and cost driven

Employer questions

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Australia?
  • How many years’ experience do you have as a Technical Support Role?
  • Which of the following Microsoft Office products are you experienced with?