Piano Customer Service Administrator

Steinway & Sons; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

A prestigious piano manufacturer in New York seeks a Technical Support Administrator to assist dealers and customers with technical issues related to pianos. The successful candidate will possess strong communication and problem-solving skills, with experience servicing Steinway and SPIRIO products being a major plus. This role requires the ability to effectively troubleshoot technical issues and provide solutions. The position offers a dynamic environment where an organized and detailed focus is essential.

Qualifications

• Experience in servicing Steinway & Sons pianos and SPIRIO.
• Ability to determine customer needs and provide appropriate solutions.
• Knowledge of SPIRIO design and service to communicate with service personnel.

Responsibilities

• Provide technical support to dealers and piano owners.
• Troubleshoot technical issues to help customers.
• Administer warranty claims and generate reports.
• Provide historical piano information and handle inquiries.

Skills

Customer service skills

Verbal communication

Written communication

Interpersonal skills

Conflict resolution

Technical troubleshooting

Organizational skills

Tools

Microsoft Office (Access, Excel, Word, Outlook)

Job 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 in servicing Steinway & Sons pines, and SPIRIO
• 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