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ServicePower · 2 months ago

Home Appliance Service Technician

United States

Full-time

Remote

Mid Level

3+ years exp

ServicePower is a company that focuses on providing technical-based customer service for home appliances. The role of Home Appliance Service Technician involves assisting technicians and consumers with troubleshooting, managing service dispatches, and performing project work related to parts management and warranty verification.

Business IntelligenceEnterprise ApplicationsEnterprise SoftwareSchedulingSoftwareWeb Development

Comp. & Benefits

Responsibilities

Answer technician phone calls to assist with troubleshooting:

Circuit level accuracy utilizing client provided technical documentation. (service manuals, technical bulletins, circuit diagrams, etc.)

Sealed system diagnosis

Communicating Theory of Operation

Answer consumer phone calls to assist with soft troubleshooting and create service dispatches where necessary

Handle tickets (JIRA) and address/manage their statuses for proper customer follow up, as needed

Perform assigned project work that requires day to day follow up e.g. parts management, RA process

Perform dispatch duties as assigned, including the related dispatch management

Verification of warranty, pre-sales questions and placing part orders as assigned to product end-users, servicers and internal staff as needed

Attend staff meetings monthly

Participate in ongoing interdepartmental training

Provide technical assistance for escalated dispatch issues

Perform project work as assigned

Attend periodic manufacturer product training for new and existing products

Qualification

EPA certificationTechnical supportAppliance technical trainingPC skillsCustomer serviceTechnical problem solvingMulti-taskingVerbal communicationWritten communicationAttention to detailInterpersonal skillsSelf-starter

Required

2 year field service (EPA certification preferred)

3 year minimum experience in Customer Service, or 2 year CS and 1 year Product Support, in a Call Center environment: Major Appliance (MA, preferred), Consumer Electronics (CE)

High school diploma; college courses a plus; appliance technical training certificates preferred

PC skills including but not limited to MS Office Suite; web-based applications, ACD phone system, e-mail based helpdesk ticketing system, general technical and mechanical understanding

Excellent Verbal and Written skills

Multi-Tasking

Interpersonal skills

Attention to detail and follow-up

Ambitious and a Self-Starter

Technical problem solving skills

Preferred

General knowledge of: Customer Service and Technical Support, Warranty Claims Processing and Dispatch Services in the Field Service Industry

Company

ServicePower

ServicePower is a global leader in AI-powered field service management software, helping enterprise organizations drive operational and cost-saving efficiencies.

Founded in 1996

Stockport, Stockport, GBR

51-200 employees