National Product Support

This role can be based in Brisbane, Sydney or Melbourne

Onetrak is seeking a highly skilled Product Support Specialist – For our full product range (Excluding Forestry) to provide advanced technical support, specialist repairs and industry expertise across our national network. This role is ideal for a seasoned technician who enjoys solving complex problems, supporting customers, and helping grow our business.

You will work closely with our national teams, OEM partners and customers to ensure exceptional product support for one of the strongest equipment portfolios in the country.

• Work with a leading national heavy equipment business with strong industry reputation

• Onetrak is the national dealer for Hidromek, XCMG (Tasmania), Striker, Anaconda, Fuchs, Dressta, Ecohog, Ecostar, Hammel, Jono Enviro and WENDT

• Become the company’s specialist and go‑to technical expert

• Collaborate with expert colleagues across Service, Sales, Parts and OEM partners

• Enjoy variety — from technical diagnostics to training, field support, customer engagement and product development

• Be part of a supportive, values‑driven culture with a strong focus on safety and continuous improvement

• Develop and mentor existing Onetrak team members in the specialist support of our products.

• Champion internal training and development of Onetrak team members for technical support of equipment.

• Be an escalation point where specialist technical support is required.

• Provide parts stocking advice, considering machine population and trends, including regular review of aged stock that should be depleted.

• Make recommendations regarding specialised tooling required within Onetrak.

• Be responsible for maintenance of service operational codes for all products (excluding Forestry) and regular upload to Titan DMS.

• Undertake diagnosis, fault finding and repair planning on equipment, especially where there are technically complex or unresolved faults.

• Consult relevant technical documentation, manuals, schematics, etc where required to ensure the correct parts and technical specifications are used in all works 

• Provide updates on diagnosis and repair options where required to ensure the job is appropriately managed.

• Provide specialist technical advice for any product claims

• Monitor & approve warranty policy claims submitted by Service Mangers nationally

• Coordinate OEM supported machine updates, product improvements, PSB’s and warrantable repairs, where local capability may be lacking or not available.  When possible leveraging revenue work from these repairs.

• Where branch-level resources are not available, personally complete PSB and warranty work as required, and submit associated labour and parts claims through the standard process.

• Complete Onetrak, OEM or supplier documentation and record keeping as required to provide evidence of work

• Investigate potential for equipment Warranty claims and ensure that records are kept for all work that could substantiate any claim required.

• Advise branches on correct warranty completion and claim process.

• Monitor PSB and warranty completion and claim success nationally.

• Monitor and advise on Onetrak and OEM policy decisions nationally.

• In conjunction with the sales team, where required provide recommendations and advice to customers on correct selection of equipment and set-ups.

• Administration & responsibility for promotion of service contracts at the point of sale (POS)

• Support the delivery of machines where required and provide technical advice and onsite support to Territory Managers where required.

• Develop methods of increasing service and parts sales, through the identification and targeting of key machines, customers and product support initiatives.

• Deliver existing technical training and develop contemporary new packages.

• Train and mentor Onetrak sales team on equipment to maximise sales potential.

• Extensive experience as a Mobile Plant Mechanic/Field Service Technician

• Strong industry connections and credibility

• Exceptional communication and reporting skills

• Excellent IT proficiency, including MS Excel

• Ability to influence, mentor and support national teams

• Strong customer relationship skills and a quality‑driven mindset

• Competitive salary (based on skills and experience) + super + vehicle +fuel card + phone and laptop

• OEM training in Australia and overseas

• Varied work across service, training, diagnostics, customer support and product strategy

• Stability:  20 years as a family-owned business with long term employees and a great workplace culture

• Looking Smart: Sharp uniforms and workwear

• Perks: Regular team BBQs, lunches and social events, Footy Tipping, Birthday and Anniversary Recognition, Milestone Staff Awards and our TAALC Company Values awards program to name a few!

• Referral program: Generous referral payments to introduce your mates to employment opportunities with the Onetrak team.

For queries regarding the position contact:

Noel Reid - National Manager People & Compliance

0447 092 ***

**@onetrak.com.au 

Date posted 12/6/2026

Onetrak is proud supplier of  Tigercat,  Hidromek, XCMG (Tasmania), Striker, Anaconda, Fuchs, Dressta, Ecohog, Ecostar, Hammel, Jono Enviro and WENDT we also service all makes including Hyundai, Caterpillar, Hitachi, Komatsu, Case, John Deere, Kubota, Volvo, Sennebogen, Liebherr