Technical Service & Field Support Specialist

About the role

This is primarily a technical support role. You will be the first point of contact for Bertazzoni’s authorized service providers across the West territory — answering the inbound technical support line, diagnosing appliance issues remotely, and guiding technicians to resolution via phone or video call. The goal is to resolve as many cases as possible without requiring a physical site visit.

Responsibilities

• Staff Bertazzoni’s inbound technical support phone line during business hours, fielding calls from authorized service providers across the West territory
• Diagnose appliance issues remotely using detailed symptom descriptions, photos, and video calls with on-site technicians
• Identify correct parts, provide step-by-step repair guidance, and confirm resolution without requiring a site visit wherever possible
• Support internal customer care agents on product-specific questions escalated from first-line intake
• Maintain call logs and case notes in our CRM system (HubSpot)
• Perform on-site diagnosis and repair of Bertazzoni appliances (ranges, ovens, cooktops, refrigeration, dishwashers, ventilation) at customer homes when remote resolution is not sufficient
• Handle high-complexity repair cases that authorized service providers are unable to resolve independently
• Conduct customer education visits to help customers get the most from their Bertazzoni appliances
• Build relationships with Bertazzoni’s authorized service providers in the West territory
• Conduct training sessions for servicer technicians on new product platforms and common failure modes
• Provide structured feedback on recurring failure patterns, parts availability issues, and service quality
• Lead product training sessions for authorized servicers across the West territory — covering installation procedures, common failure modes, and repair techniques for all Bertazzoni appliance categories
• Develop and maintain training materials for the West servicer network including written guides, video walkthroughs, and hands-on workshops
• Support major builder and developer project installations in the West — working alongside contracted installation teams to ensure correct appliance setup and commissioning on large multi-unit projects
• Available for emergency product deliveries or parts runs to critical job sites when needed

Requirements

• 3+ years of hands-on field service experience on major home appliances (cooking, refrigeration, or dishwasher categories)
• Strong remote diagnosis skills — able to guide another technician to resolution over the phone or via video
• Experience with gas and electric/induction cooking appliances
• Clear, confident communicator — comfortable on the phone with both technicians and end customers
• Based in Northern California, Sacramento area, or Central Valley
• Valid driver’s license and clean driving record

Qualifications

• Preferred: Experience with premium or luxury European appliance brands
• Preferred: Familiarity with CRM or service ticketing platforms
• Preferred: Prior experience training or mentoring other technicians
• Preferred: Ability to travel locally; access to a vehicle for occasional field work is preferred

Skills

• Strong communication skills, both verbal and written
• Ability to diagnose and resolve appliance issues remotely
• Proficiency in troubleshooting and problem-solving
• Knowledge of gas and electric/induction cooking appliances
• Experience with customer service and technical support

Benefits

• Salary range $80,000 – $100,000 per year, commensurate with experience, plus a comprehensive benefits package including health, dental, vision, 401(k), and paid time off

Pay

• Salary range $80,000 – $100,000 per year, commensurate with experience

Schedule

• Primarily remote, with occasional on-site visits

Benefits

• Comprehensive benefits package including health, dental, vision, 401(k), and paid time off

Company Information

Bertazzoni is a sixth-generation Italian family-owned appliance brand, designing and manufacturing premium kitchen appliances since 1882. In North America we import, distribute, and support Bertazzoni products through a network of authorized dealers and service providers across the US and Canada. We are growing our internal service capability and this role is a key part of that investment.