Tech-Line Virtual Appliance Technician (Remote), Master Technician

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company drives meaningful innovation through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2024, the company reported approximately $17 billion in annual sales, 44,000 employees, and 40 manufacturing and technology research centers.

About the role

This remote role is responsible for providing a differentiated service experience through technical support in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances. Work is completed through multi-channel interactions including voice, chat, email, and video calls while achieving all quality and interaction objectives. The role also involves cross-functional communication and collaboration to create the desired customer experience.

Responsibilities

• Support Consumer Service Analytics as an analyst enabling deployment of the Consumer Care Strategy with direction from leadership.
• Type at least 35 words per minute.
• Provide detailed information on new or emerging issues to Quality and Engineering teams.
• Provide technical support using multi-channel interactions (voice, chat, email, video) for installation, diagnosis, and repair of major appliances.
• Identify and communicate business and content gaps for continuous improvement efforts.
• Work for extended periods at a desk using a provided headset.
• Handle company confidential information.
• Work a non-traditional schedule within the hours of operation (8 a.m. - 8 p.m. EST).
• Maintain a remote in-home office that is ergonomic, quiet, and free from distractions, with a wired ethernet connection (12 Mbps download / 2 Mbps upload minimum; no satellite or Wi-Fi).
• Provide your own office equipment (desk, chair, lighting) beyond the provided PC.

Requirements

• High School Diploma or GED.
• 3+ years of appliance repair experience.
• 2+ years of experience in electrical and mechanical diagnostics and repairs for major appliances.

Preferred Qualifications

• Trade School or Associate Degree in Mechanical, Electrical, or Automotive Engineering.
• Excellent communication (oral and written) and organizational skills.
• Basic understanding of leveraging various technologies.
• Customer Service and/or Call Center Operations experience.
• Knowledge of continuous improvement and/or lean principles.

Benefits

• Generous benefits package.
• Whirlpool employee discount.
• Fitness and educational reimbursement programs.
• Flexible work arrangements, including:
  • Autonomy to manage personal and family commitments as needed.
  • Two weeks of remote work from anywhere per year (minimum one-week increments).
  • Four weeks of paid sabbatical after every five years of service.
• For Saint Joseph/Benton Harbor locations: renovated office space, free coffee, biking/walking trails, and access to The Eddy Early Childhood Center (availability and additional costs may apply).