Piano Technical Support Specialist

Steinway; New York (NY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Steinway in the United States seeks a Technical Support Administrator to provide expert technical assistance to dealers, technicians and Steinway customers (including Spirio family). The role emphasizes organized, detailed work, strong communication and problem-solving to resolve issues and represent the Steinway & Sons brands.

You will troubleshoot, handle warranty authorizations, manage warranty costs, generate reports, and assist with factory tours while delivering outstanding service and

Qualifications

• Experience and deep knowledge in servicing Steinway & Sons pianos, including Spirio.
• Strong customer service and communication skills.
• Familiarity with Microsoft Office (Access, Excel, Word, Outlook).

Responsibilities

• Provide technical telephone and e-mail support to dealers, technicians, and piano owners
• Troubleshoot technical obstacles and guide resolution
• Determine factory warranty authorizations for field repair or replacement
• Administer warranty claim costs and communicate trends
• Provide historical piano information and answer general inquiries
• Assist with factory tours

Skills

Customer service

Communication

Interpersonal skills

Conflict resolution

Problem solving

Needs-based solutions

Tools

Microsoft Office

Job description

Description

Position Summary:

This Technical Support Administrator will provide technical assistance and support to dealers, piano technicians and customers owning Steinway family of pianos, including Steinway & Sons, Spirio, Boston and Essex. This role requires a highly organized, detailed individual with strong communication and problem-solving skills that can effectively resolve technical issues and represent the Steinway & Sons brands of pianos.

Main Responsibilities:

• Provide technical telephone and e-mail support to dealers, technicians, and piano owners
• Troubleshoot technical obstacles and provide appropriate guidance for a resolution
• Accurately determine factory warranty authorizations for field repair or replacement
• Administer warranty claim costs, generate reports and communicate with production staff on trends
• Provide historical piano information and answer general information inquiries
• Assist with factory tours
• Other duties as required to support department and company initiatives.

Requirements

• Experience and deep knowledge in servicing Steinway & Sons pianos, including Spirio, is required.
• Excellent customer service skills
• Strong verbal and written communication skills
• Strong interpersonal and conflict resolution skills
• Ability to determine customer needs and provide appropriate solutions
• Knowledge of SPIRIO design and service to effectively communicate with field service personnel
• Experience with Microsoft Office (Access, Excel, Word, Outlook)
• Organizational skills with the ability to work as part of a team
• Previous piano service training or employment with Steinway in piano service is a plus