Technical Support Specialist

Responsibilities

• Serve as a technical resource in resolving technician issues by applying strong product and process knowledge to drive effective, efficient, and long-term solutions.
• Instruct technicians on the proper use of Miele diagnostic tools, software, and service procedures.
• Maintain current technical knowledge of Miele residential appliances, while building and maintaining working knowledge of Miele vacuum and floorcare products.
• Support the implementation of new Miele products, technologies, and service processes.
• Partner with Product Support to identify product quality issues and communicate service solutions to Miele and Service Partner technicians.
• Partner with Residential Service to identify training, process, and technician capability improvement opportunities.
• Aid Miele Service Partners and consumers with the selection and ordering of parts and accessories.
• Maintain in-depth knowledge of products, pricing, services, and applicable policies.
• Verify data and create/edit work orders and sales orders in accordance with company guidelines and processes.
• Inform customers and partners of changes to order expectations, part availability, and service-related updates.
• Establish, maintain, and update files, records, and documentation with a high degree of accuracy.
• Investigate and respond to interdepartmental and customer inquiries in a timely and professional manner.
• Meet quality, productivity, turnaround time, and other departmental performance expectations.
• Contribute to department growth by improving processes, documentation, metrics, training support, and quality practices.
• Handle confidential information relating to finance, legal, sales, and operations with discretion.

Requirements

• High school diploma or GED required.
• Combination of education and 5-7 years of relevant experience in residential appliance repair required; field-based experience preferred.
• Vacuum/floorcare experience preferred.
• Experience with Miele products is a plus.
• Experience with call center, CRM, ERP, telephony, or related business systems preferred.
• Strong working knowledge of electricity, electronics, networking, refrigeration, and mechanical troubleshooting principles.
• Demonstrated excellence in written and verbal communication with internal and external customers.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
• Strong attention to detail, organization, and accuracy.
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to manage multiple priorities and deliver timely, accurate resolutions.

Qualifications

None specified.

Skills

None specified.

Benefits

• Comprehensive health, dental and vision insurance
• Wellness discounts on medical premiums
• 100% covered life and long-term disability insurance
• 401k with company match
• PTO + holidays
• Discounted gym membership
• Generous Employee Purchase Program
• Wellness and volunteer programs

Pay

The salary range for this position is $45,000 to $60,000 annually plus bonus.

Schedule

Working conditions and physical requirements are not specified.