ABOUT THE OPPORTUNITY

We’re seeking a Technical Customer Service Coordinator to support our TTHG (Total Tools Hardware Group) Private Label product range. You’ll be the go-to for technical support, spare parts, and warranty management – ensuring customers receive fast, expert solutions.
Reporting to the Product Compliance & Quality Manager, you will liaise with our store network, repair agents and retail customers to resolve technical issues quickly, effectively, and with a customer-first mindset.

ABOUT US

For 30 years, Total Tools has operated as the ultimate tool shop delivering the right tools and advice for our customers who are building the future. We are the first choice for trade quality tools and best of all, the majority of our nationwide stores are locally owned and operated.
We’re all about celebrating success, and we’re proud to be a WGEA Employer of Choice for Equity, an accredited Flex Ready workplace, and a Gold Standard Mental Health First Aid skilled workplace.
The industry is changing, and we need adaptable people who thrive under pressure to build meaningful relationships with our diverse family of independents. So, get stuck into a promising career in a fast-growing industry. Together, we can supply Australia with a strong future, powered by local communities.

• Diagnose, troubleshoot and resolve technical issues for our stores and retail customers.
• Assess technical issues and determine the best approach for timely repairs.
• Maintain accurate records of support cases and spare parts inventory.
• Collaborate with Merchandise, Supply Chain & Logistics to report recurring technical issues and implement improvement plans.
• Liaise with our repair network and explain issues in plain language to stores and customers.
• Provide training and technical guidance to store teams and repair agents.
• Assist with technical product guides, manuals, and identifying potential product risks.
• Maintain the repair agent database and support spare parts inventory ordering.
• Oversee the supply and delivery of spare parts to repair agents, stores, and customers.