Mechanical Appliance Support Specialist

About the role

A leading appliance manufacturer is looking for an Appliance Support Specialist to join its Field Service team. You will be the first point of contact for consumers, dealers and service technicians, helping diagnose appliance issues, order parts and dispatch service while delivering an excellent customer experience.

Key responsibilities

• Handle inbound calls and emails from consumers, dealers, distributors and technicians
• Diagnose appliance problems and provide technical support
• Set up and dispatch service calls and order parts
• Escalate complex issues to field technicians or engineers
• Update customers on approvals, diagnostic results and shipping
• Log warranty service calls in the tracking database and update call statuses
• Share product information with national service providers and service companies
• Report recurring issues from service partners for escalation

Required profile

• Excellent command of English (C2)
• Experience in field service and residential or commercial appliance repair
• Open availability and flexibility with schedule

Required skills

• Technical and analytical skills to diagnose problems beyond the basics, plus basic mechanical aptitude
• Ability to read and understand service manuals and bulletins
• Typing speed of 45 WPM
• Proficiency with MS Office and web applications
• Attention to detail and ability to work with minimal supervision