Description
The Technical Support Representative provides expert technical assistance to authorized service providers, consumers, and internal departments regarding Viking, AGA, and Lynx residential appliances. This position serves as a key technical resource, helping diagnose and resolve product issues while delivering exceptional customer support and ensuring accurate documentation of all service-related activities.
Essential Duties and Responsibilities:
- Provide technical support to field service technicians via phone and email regarding installation, troubleshooting, diagnosis, and repair procedures.
- Assist consumers with technical inquiries and product-related concerns through phone and email communication.
- Accurately document technical support interactions, troubleshooting steps, and resolutions within company databases and service management systems.
- Collaborate closely with Customer Support, Engineering, Sales, Regional Service Managers (RSMs),Parts, and other internal departments to resolve technical issues.
- Monitor and manage Technical Support and Parts Department email inboxes daily to ensure timely responses and follow-up.
- Review and code labor claims assigned to specific territories and regions in accordance with company policies.
- Maintain current knowledge of Viking, AGA, and Lynx products, technical bulletins, service procedures, and product updates.
- Identify recurring product issues and communicate findings to management and engineering teams.
- Support training initiatives and assist with special projects as assigned.
- Demonstrate reliability through consistent attendance, punctuality, and professionalism.
- Maintain a positive attitude and willingness to assume additional responsibilities as business needs evolve.
- Contribute to a team-oriented environment focused on providing industry-leading technical support.
Requirements
- Minimum of 5–10 years of experience in appliance repair, technical service, technical support, or a related technical field.
- Strong working knowledge of gas, electrical, refrigeration, and appliance systems.
- Viking, AGA, and Lynx product experience preferred.
- Proven ability to diagnose and resolve complex technical issues.
- Ability to read and interpret wiring diagrams, schematics, service manuals, and technical documentation.
- Previous experience in technical support, field service, technical training, or customer service is preferred.
- Technical education, certification, or vocational training preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Proficiency with Microsoft Outlook, Microsoft Office applications, and computer-based service management systems.
- Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
- Self-motivated team player with initiative, professionalism, and a commitment to continuous learning and development.
- Technical Troubleshooting
- Customer Service Excellence
- Problem Solving and Critical Thinking
- Communication Skills
- Team Collaboration
- Time Management
- Attention to Detail
- Adaptability and Continuous Improvement
