Technical Support Specialist

Operations Professional Sydney Full-time Australia

Job Description

The Technical Support Specialist supports the business with the processing of coffee machine equipment requests (ERs), providing technical phone support to customers and sales representatives and coordinating job allocations with our Service & Installation Specialists. In this role, you will also:

  • Manage equipment priorities, provide timely communication and action requirements with our workshop for new and refurbished equipment in accordance with customer needs
  • Maintain data within SAP & CRM, ensuring accurate and prompt master data entry for customers and our assets
  • Log and plan service jobs in our CRM for our Field Technicians and Third Parties we work with across Australia
  • Raise equipment requests from the sales team to our workshop technicians
  • Coordinate and collaborate cross-functionally across Sales, Technical Service, Customer Service and Warehouse to meet customer and business expectations


For this role as a Technical Support Specialist, we’re looking for someone who has the following skills and experience:

  • You have excellent written and verbal communication skills and are able to manage communications with both internal and external stakeholders
  • You have strong customer service skills and have experience managing customer expectations, requests and complaints and providing troubleshooting solutions
  • SAP knowledge
  • Exposure to Coffee Machine Equipment would be nice (however is not a must)
  • Prior experience in a technical customer service environment would be advantageous, i.e., Home Appliances call centre

Additional Information


What’s in it for you?

  • Competitive salary with contributions to your super and a bonus opportunity
  • Support, training and an extensive onboarding program
  • Hybrid working – up to 2 days a week working from home #LI-Hybrid
  • Summertime hours: finish at 3 PM on Fridays during the daylight-saving months
  • Delicious coffee and tea on-site and quarterly free staff orders of your favourite coffee and tea brands
  • Free parking at our Kingsgrove office
  • Opportunity to purchase up to 10 days of additional Annual Leave per year

If you think you're up for a new challenge just like this, please grab a cuppa, brush up your CV and apply now (it's really easy, we promise). Short cover letters (in the Message section) outlining your motivation to join JDE Peet’s in this role are greatly appreciated. If you have any questions you'd like to ask before applying, feel free to send an e-mail to Shirley Kim at Note: no applications are handled via e-mail.

Our DE&I Statement

At JDE Peet’s we aim to create a better future where we authentically serve, reflect, and embrace everyone. We believe in fostering a more diverse, equitable and inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination on the basis of our race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other trait protected by law.

Throughout the entire employee lifecycle, we place DE&I at the core of our people processes. This enables us to drive objectivity and eliminate any potential bias, ensuring an inclusive experience in the workplace. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.

The future of work is hybrid, with both office and home playing an important role. At JDE Peet's, we value meeting colleagues in the office to unleash the possibilities of coffee and tea together and we enjoy our focus time when working from home. Join us and you will experience both. Because it’s amazing what happens over a cup of coffee.

#unleashyourpossibility #acupofamazing #LI-Hybrid

JDE Peet’s is the world's leading pure-play coffee and tea company, serving approximately 4,200 cups of coffee or tea per second, and is headquartered in the Netherlands. For more than 265 years, we’ve been inspired by the belief that it’s amazing what can happen over a cup of coffee. We unleash the possibilities of coffee and tea in more than 100 countries with a portfolio of over 50 brands including Australian favourites such as Moccona, L’OR, Harris, Campos, Piazza D’Oro, Espresso di Manfredi, Pickwick and more. In 2022, JDE Peet’s generated total sales of 13.5 billion AUD and employed a global workforce of more than 20,000 employees.