Technical Specialist IV

This position of (ATS) Appliance Technical Specialist (III or IV based on experience) is responsible for supporting the operations of the technical support team by playing a critical role in the after-sale support service strategy. The ATS must model the company's core values of passion for innovation, customer obsession, and drive for results while honoring other important elements of our corporate culture, including respect and diversity, ethics and integrity, and safety and sustainability.

The ATS will be responsible for assisting with leadership within their team and repair solutions, over-the-phone diagnosis service, and specific warranty information on all appliance products to independent service providers and/or self-servicing retail customers. This position will be viewed throughout the Customer Engagement Center as a subject matter expert in product knowledge and repair.

• Assist with leadership duties assigned by their Technical Supervisor in the day-to-day functions with TST.
• Provide high-quality and timely appliance repair solutions on all products and brands via over-the-phone diagnosis from inbound calls-including calls from dissatisfied callers.
• Interact with service technicians providing technical diagnostic tools to aid in proper repair and warranty spending reduction.
• Provide continuity to Product Lines and Manufacturing on quality issues and technical feedback.
• Provide insight to leadership on opportunities to help strengthen our Parts Distribution network, Contact Center, and various other Customer Engagement Center teams.
• Take ownership of each call by selecting the accurate path of resolution, providing accurate information, and exhausting all resolution options. Includes outbound follow-up calls when needed.
• Document all contacts, courses of action, and resolutions for each call in SAP.
• Be at work when scheduled and be available to take calls at scheduled times.
• Adhere to policies and procedures.

• Two-year degree or some college with relevant work experience is a plus.
• 10 years of experience in refrigeration repair and experience in additional product lines.
• Seven years of experience in the appliance field service industry, and or in-home appliance repair
• Or an equivalent combination of education and experience

• Excellent communication skills - verbal and written.
• Strategic and tactical; able to see the big picture and implications of tactics.
• Superior interpersonal skills and effectively develop and motivate teams to achieve top performance.
• Ability to capture the voice of employees to design a superior work environment leading to superior levels of customer satisfaction.
• Demonstrated success in customer service, service support, and best practices.
• Demonstrated process improvement experience and work ethic.
• Capable of setting priorities, meeting pre-determined deadlines, and multitasking. Strong initiative and proactive mindset.
• Possess strong decision-making, problem-solving, and analytical skills with particular attention given to detail and accuracy.
• Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs.
• Intermediate knowledge of Microsoft Word and Excel.
• Successfully navigates through ambiguity and change.
• Bilingual capabilities a plus.
• Career ambitious.

• Exceptional level of integrity and judgment.
• Experience with SAP CRM, Service Power, IPL, and Avaya phone systems a plus.

While performing the duties of this job, the employee is regularly required to use their hands to operate a computer keyboard and telephone. The employee frequently is required to walk and sit. The employee must occasionally lift and/or move minimal objects. Specific vision abilities required by this job include close vision, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This position works in a typical remote office environment. The noise level in the work environment is usually low with minimal distration. No travel will be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This position requires over 60% communication with external communication with customers and service providers to ensure an accurate timely resolution to concerns or questions with a focus on quality service.