Picture of a golden sunlit landscape in Queanbeyan area. Gumtrees in foreground, blue sky and river in background.

Technical Officer (Laboratory Customer Service)

Technical Officer (Laboratory Customer Service)

  • 502451
  • Administration and Clerical
  • Agriculture
  • Customer Services and Call Centre
  • Salary from $67,975 to $104,994 + super (based on the Technical Officer 1-3 Progression Criteria).
  • Located at Wagga Wagga Agricultural Institute
  • Full time ongoing role

We encourage applicants from all backgrounds including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees, and people with disability. We support an inclusive workplace where staff have access to opportunities and resources at all levels, enabling our team members to drive innovation, productivity and delivery of high-quality services. We provide dignified access to reasonable adjustments both during the recruitment process and in the workplace. If you require reasonable adjustment during the recruitment process, please call or text the contact for this role.

About Us:

You will work as part of the Infrastructure Investment & Business Excellence (IIBE) team across the breadth of NSW Department of Primary Industries. We are focused on maximising the utilisation and productivity of the Department’s infrastructure portfolio. Through strong partnerships (internal and external) we also identify commercialisation pathways and help shape DPI’s future investments, drive innovation and promote world class scientific and research excellence.

Our ideal candidate:

We are looking for someone to join our team as a Technical Officer (Laboratory Customer Service) as the first point of contact for customers of the Wagga Wagga AgEnviro Labs Feed Quality Service and Oil Testing Service. Note: customer interaction is primarily via phone and email and this is a largely admin/office based role.

Our ideal candidate will provide quality customer relationship management and be capable of managing multiple tasks effectively and efficiently to meet required laboratory time frames. They will also be able to display a positive image while meeting customer service standards in a demanding and varied environment.

You will love to work independently, as well as in a team environment and will be a self-starter combined with the ability to take and follow instructions & standard operating procedures. Your excellent communication skills, enthusiasm to develop new skills, learn about laboratory tests, think laterally and be confident in your work will be your greatest asset.  

Your key responsibilities include ability to:

  • Respond to customer technical and testing enquiries in a timely manner to achieve superior levels of customer satisfaction.
  • Manage laboratory customer accounts by establishing and administering service agreements and accurate invoicing processes.
  • Manage and coordinating receival of customer samples including accurate recording and processing of customer communication and data using customer record (CRM) and laboratory information management systems (LIMS).
  • Support the laboratory with the implementation and maintenance of customer service procedures for quality assurance systems. 

What you will need:

  • Superior attention to detail and organisational skills to prioritise multiple tasks to meet QMS time frames, adhere to schedules and manage and collate data.
  • Excellent communication and problem-solving skills.
  • A ‘can do’ attitude and a strong work ethic. 
  • Familiarity with computerised record management systems, word processing and spreadsheet software.
  • Qualifications in accordance with Part 2(xvii) of the Crown Employees (Department of Industry) Technical Staff Award.
  • Current NSW Driver Licence for field travel and capacity to attend work on site. 

Want more information? Please contact Asumi Willis asumi.willis@dpi.nsw.gov.au or view the full role description.

Recently graduated or don’t quite have all the skills necessary as yet, that’s okay, we want to hear from you as well!

Applying is easy: Simply submit your application electronically via the online application process, attaching a resume and cover letter outlining how your skills and experience match what we are looking for, and we will get back in touch after the closing date.

Applications close Tuesday 31 January 2023 at 11.55pm

A talent pool may be created from this recruitment action for ongoing and temporary roles of the same standard that may become available for filling over the next eighteen months. The successful applicant in this role may be required to undergo a police check, health assessment and other assessments as required.  


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