Senior Specialist, Field Service

Whirlpool Corporation; Columbia (SC); Remote; USD 55,000 - 70,000; Full time

Job summary

A leading appliance company is seeking a Senior Specialist, Field Service to provide technical support for appliance installation, diagnosis, and repair. This remote role involves multi-channel interactions to enhance customer experience and requires experience in appliance repair and diagnostics.

Qualifications

• 3+ years appliance repair experience.
• 2+ years electrical and mechanical diagnostic and repair experience.

Responsibilities

• Provide technical support through multi-channel interactions.
• Report new or emerging issues to Quality and Engineering teams.
• Support Consumer Service Analytics to help deploy the Consumer Care Strategy.

Skills

Communication

Organizational Skills

Education

High School Diploma or GED

Trade School or Associate Degree in Mechanical, Electrical, or Automotive Engineering

Job description

Join to apply for the Senior Specialist, Field Service role at Whirlpool Corporation.

About Whirlpool Corporation
Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, committed to improving life at home and inspiring generations through our brands. Our portfolio includes Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2023, we reported approximately $19 billion in sales, with 59,000 employees and 55 research centers. More information can be found at WhirlpoolCorp.com.

Role Summary
This remote role involves providing technical support for the installation, diagnosis, and repair of Whirlpool’s major appliances via multi-channel interactions including voice, chat, email, and video calls. The Senior Specialist, Technician, collaborates cross-functionally to enhance the customer experience.

Responsibilities

1. Support Consumer Service Analytics to help deploy the Consumer Care Strategy.
2. Report new or emerging issues to Quality and Engineering teams.
3. Provide technical support through multi-channel interactions.
4. Identify and communicate content gaps for continuous improvement.
5. Work at a desk for extended periods, using a headset.
6. Learn via instruction and self-study.
7. Handle confidential information responsibly.
8. Work a non-traditional schedule (8 a.m. - 8 p.m. EST).
9. Work remotely from anywhere in the US, with an ergonomic home office setup and a wired internet connection (12 Mbps download, 2 Mbps upload).

Minimum Requirements

• High School Diploma or GED.
• 3+ years appliance repair experience.
• 2+ years electrical and mechanical diagnostic and repair experience.

Preferred Skills and Experiences

• Trade School or Associate Degree in Mechanical, Electrical, or Automotive Engineering.
• Excellent communication and organizational skills.
• Understanding of various technologies.
• Customer service or call center experience.
• Knowledge of continuous improvement or lean principles.