Senior Field Appliance Service Technician

Miele; United States; Remote; USD 59,000 - 75,000; Full time

Job summary

Miele is seeking a Service Technician in the United States to deliver top-tier consumer support on appliance challenges. You will be the onsite last point of contact, coordinate remedies with RSM and Care teams, and ensure timely resolutions while maintaining van and tool inventory.

You will communicate findings to the RSM and field colleagues, participate in technical training, and support regional operations when the RSM is unavailable, using Miele systems like TSD, ETD and Mobile Client.

Qualifications

• Experience in customer service/administrative capacities.
• Minimum of 2 years of service experience or appliance repair.
• Strong command of and effective communication and escalation resolution.
• Ability to make decisions that are in the best interest of the brand and the consumer experience.
• Troubleshooting and communication skills with peers.

Responsibilities

• Provide positive consumer interaction at the highest level.
• Provide feedback to the RSM and potentially inform fellow Service Technicians on findings after attending site to resolve appliance challenges.
• Based on observations and remedies, coordinate training requirements and technical communication for the Field to the RSM and Technical Services from a VG perspective.
• Maintain relationships with 3rd Parties and support as required from a technical perspective.
• Daily interaction with Colleagues, Dispatcher, Customer Care and Office of the President on consumer service challenges.
• Have a strong technical understanding of computers in order to navigate all of Miele’s systems. TSD, ETD, Mobile Client, etc.
• Support the regional business as required when the RSM is absent.
• Existing service job capacity/volume may change or vary based on Region and overall demand service.
• Maintaining order, control, and organization of van, van inventory, daily jobs, schedule, and day to day equipment, tools, and email communications.

Skills

Customer service

Communication skills

Escalation resolution

Decision making

Troubleshooting

Job description

Miele is seeking a Service Technician in the United States to deliver top-tier consumer support on appliance challenges. You will be the onsite last point of contact, coordinate remedies with RSM and Care teams, and ensure timely resolutions while maintaining van and tool inventory.

You will communicate findings to the RSM and field colleagues, participate in technical training, and support regional operations when the RSM is unavailable, using Miele systems like TSD, ETD and Mobile Client.