Field Service Technician - High End Appliances

General Information

Location

Work at Home

Job

9594

Job Category

Technical Support Agent

Language Requirement

English

Description & requirements

Description

• Have you worked as a field technician on appliances?
• Do you know what it takes to keep multiple teams organized and updated to ensure customers receive the best possible care and solution?
• Do you love helping people and sharing your knowledge?
• Do you want to grow your career with a company that rewards your hard work?
• Do you want to improve your work / life balance and work from the comfort of home?

Join our Transcom family and Work At Home!

• Competitive pay
• Benefits - Medical, Dental, Vision, 401(k)
• Paid Vacation Time
• 100% REMOTE - Work-at-Home
• Great Work/Life Balance while developing your career

You'll be the part of the team to provide triage and technical support to the technical support team for our client's high-end luxury appliance brand. You'll work closely with the field service, call center, customers, and dealers to ensure new service requests are properly triaged and the authorized services have the best remote support possible for service in the consumer's home.

We've got an exciting career opportunity for you, if you can:

• Effortlessly engage with callers, actively listen, analyze, and isolate issues
• Comfortably navigate multiple applications to research solutions
• Multitask in systems while patiently providing step-by-step instructions
• Calmly provide conflict resolution and navigate frustrated customer situations
• Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
• Work in an environment where you may take a high volume of inbound/outbound calls and emails from field service technicians, dealers, and customers.
• Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to callers in a high-volume, fast-paced, and sometimes stressful environment

What's In It For You?

• Position as a Transcom employee (not an independent contractor)
• Improved Work / Life balance with paid time off (PTO)
• Health Benefits for you and your family, including: medical, dental, vision
• 401(k) Investment options with employer match opportunities
• 100% work at home, including training
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people

Requirements

• At least 18 years or older
• High School Diploma, or equivalent
• Able to successfully pass a criminal background check
• A minimum of ten (10) to fifteen (15) years of experience in a field service environment preferred, preferably working with appliances
• Ability to effectively explain and communicate technical concepts and appliance terms and processes to those with and without prior appliance knowledge or experience
• Ability to read and interpret a parts schematic and wiring diagram
• Ability to use and explain a multimeter
• Ability to perform and explain a sealed repair on a refrigerator/freezer
• Ability to engage with and facilitate collaboration with virtual and diverse teams
• Working knowledge of Microsoft Excel, PowerPoint, and Word
• Must be available to travel for one week to Chicago or Dalla to attend training in person.
• Ability to work within the Hours of Operation:
  Monday - Friday 10:00am - 8:00pm ET
• Able to work a full-time work week
• Able to maintain 100% strict adherence to the assigned schedule
• Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
• Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
• Strong computer knowledge, including ability to accurately type at least 30 wpm
• Excellent English written and verbal communication skills
• Courteous and friendly with high level of professionalism
• Willingness to follow procedures and adhere to policies
• Able to multitask applications while talking to customers on the phone
• Able to thrive in a fast-paced work environment
• Able to actively listen to customer needs and demonstrate empathy
• Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.
• Experience in a technical support role or troubleshooting technical issues preferred
• Previous call center and/or work from home experience preferred
• Experience working in a global parts organization preferred
• * Must live and work in one of the following states:
  AL, AR, FL, GA, , IN, IA, IL, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI, WV
  
  * Cannot live within 30 miles of our site in Greenville, SC.

Home Office Requirements

Transcom provides you a computer, monitor, and headset for this position. The computer contains a built-in webcam that is required to be used for training and meetings.

• You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. (Conflicting responsibilities may…