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

About Whirlpool Corporation

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 is driving meaningful innovation to meet the evolving needs of consumers 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 - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers.

About the Role

This is a remote role responsible for providing a differentiated service experience where technical support is provided 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 Senior Specialist, Technician is also responsible for cross-functional communication and collaboration to create the desired customer experience.

Responsibilities

• Support Consumer Service Analytics as analyst enabling deployment of the Consumer Care Strategy with significant direction from Sr Analyst and Consumer Services Leadership
• Type 35 wpm
• Provide detailed information on new or emerging issues to Quality and Engineering teams
• Provide technical support using multi-channel interactions in the installation, diagnosis, and repair of Whirlpool's family of brands of major appliances
• Identify and communicate business and content gaps for continuous improvement efforts
• Work for extended periods of time at a desk
• Converse using a headset (headset will be provided)
• Learn through direct instruction and self-study
• Handle company confidential information
• Work a non-traditional work schedule within the hours of operation (8 a.m. - 8 p.m. EST)

Remote Work Requirements

• Work this job remotely from anywhere in the US
• Provide an in-home office environment that is ergonomic, comfortable, and in its own space separate from the living space
• Provide office equipment other than the PC (desk, chair, lighting)
• Provide a quiet environment during work hours with no distractions
• Cable or DSL internet service must be available in your area with a 12 mpbs download and 2 mbps upload. Satellite service is not acceptable. WI-FI is not acceptable. A wired ethernet cable connection is required

Minimum Requirements

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

Preferred Skills and Experiences

• Trade School or Associate Degree in Mechanical, Electrical, or Automotive Engineering
• Excellent communication (oral and written) and organizational skills
• A basic understanding of how to leverage numerous and different technologies
• Customer Service Experience and/or Call Center Operations
• Knowledge of continuous improvement and/or lean principles

Benefits

• Generous benefits package
• Whirlpool employee discount
• Fitness & educational reimbursement programs
• Kitchenettes and more
• Saint Joseph/Benton Harbor locations: Beautiful, recently renovated office space, free coffee, biking/walking trails, and access to The Eddy - Early Childhood Center (depending upon availability - additional costs required)

Flexibility and Time-Off Benefits

• Always On Flexibility - You will have the autonomy to manage personal, family, and outside-of-work commitments as needed
• Two-Week Work from Anywhere - Minimum of one-week increments for a total of two weeks per year
• Sabbatical - Four weeks paid leave after every five years of service