Tech-Line Virtual Appliance Technician

About This Role

This role is responsible for providing a differentiated service experience where technical support is provided to customers for Whirlpool’s family of brands of major appliances. Work is completed through multi-channel interactions including voice, chat, email, and video calls. The Senior Specialist, Technician will also communicate and collaborate cross-functionally to create the desired customer experience.

Responsibilities

• Support Consumer Service Analytics as analyst enabling deployment of the Consumer Care Strategy
• 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 a non-traditional work schedule within the hours of operation (8 a.m. - 8 p.m. EST)
• Handle company confidential information

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
• Typing 35 wpm
• Provide an in‐home office environment that is ergonomic, comfortable, and in its own space separate from the living space
• Provide office equipment (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. No satellite or WI-FI. A wired ethernet cable connection is required.

Qualifications

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

Nice to Have

• 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