Technical Support Representative

Marvel Refrigeration

Greenville (MI)

On-site

USD 52,000 - 76,000

Full time

14 days+

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Benefits offered by this job

401(k) matching

Life insurance

Disability insurance

Paid time off

Paid holidays

Tuition reimbursement

Employee referral program

Job summary

Composition Brands in Greenville, Michigan is seeking a skilled Technical Support Representative to deliver expert technical assistance for Viking, AGA, and Lynx appliances. You will troubleshoot issues, answer product questions, and document service activity for internal teams and partners.

The role emphasizes strong communication, teamwork, and a customer‑facing mindset, with opportunities to collaborate with engineering and quality departments and to contribute to continuous product

Qualifications

Minimum 5–10 years in appliance repair or technical service.
Strong knowledge of gas, electrical, refrigeration, and appliance systems.
Experience with Viking, AGA, Lynx products preferred.
Able to read wiring diagrams and service manuals.
Excellent written and verbal communication skills.
Experience in customer service is preferred.

Responsibilities

Provide technical support to field service technicians by phone and email.
Assist consumers with technical inquiries and product concerns.
Document interactions and resolutions in company databases and service management systems.
Collaborate with internal teams to resolve technical issues.
Monitor and manage email inboxes daily to ensure timely responses.

Skills

Technical troubleshooting

Customer service

Problem solving

Communication

Team collaboration

Time management

Education

Technical education / vocational training

Tools

Microsoft Outlook

MS Office

Service management systems

Job description

Description

Now Hiring

Technical Support Representative

Location: Greenville, Michigan

Reports to: Technical Support Supervisor

Salary: Negotiable (Non-Exempt)

Composition Brands, renowned leaders in premium appliances, is seeking a customer-focused and technically skilled Customer Service Technical Support Representative to join our growing team. This role is essential in delivering exceptional support to customers by providing expert technical assistance, resolving product‑related inquiries, and ensuring a best‑in‑class customer experience that reflects the quality of our premium refrigeration brands.

As a Customer Service Technical Support Representative, you will serve as a trusted resource for customers, distributors, service partners, and internal teams by troubleshooting technical issues, answering product and warranty questions, and providing timely, accurate solutions. You will collaborate closely with engineering, quality, manufacturing, and customer service teams to identify root causes, resolve concerns efficiently, and support continuous product improvement. Through your technical expertise, problem‑solving abilities, and commitment to outstanding customer service, you will help strengthen customer satisfaction and uphold the reputation of our innovative brands, including U‑Line, Marvel, Viking Refrigeration, and Lynx.

Perks you can expect from us

A competitive benefits package including 401(k) matching
Company provided life insurance, short and long‑term disability insurance
Paid time off at start
Paid holidays
Tuition reimbursement
Employee referral program.

Expected Hours of Work

This is a full-time position. General hours are Monday through Friday, between 8:00a.m. –7:30 p.m. EST, plus overtime when required.

Position Overview

The Technical Support Representative provides expert technical assistance to authorized service providers, consumers, and internal departments regarding Viking, AGA, and Lynx residential appliances. This position serves as a key technical resource, helping diagnose and resolve product issues while delivering exceptional customer support and ensuring accurate documentation of all service‑related activities.

Responsibilities

Provide technical support to field service technicians via phone and email regarding installation, troubleshooting, diagnosis, and repair procedures.
Assist consumers with technical inquiries and product‑related concerns through phone and email communication.
Accurately document technical support interactions, troubleshooting steps, and resolutions within company databases and service management systems.
Collaborate closely with Customer Support, Engineering, Sales, Regional Service Managers (RSMs), Parts, and other internal departments to resolve technical issues.
Monitor and manage Technical Support and Parts Department email inboxes daily to ensure timely responses and follow-up.
Review and code labor claims assigned to specific territories and regions in accordance with company policies.
Maintain current knowledge of Viking, AGA, and Lynx products, technical bulletins, service procedures, and product updates.
Identify recurring product issues and communicate findings to management and engineering teams.
Support training initiatives and assist with special projects as assigned.
Demonstrate reliability through consistent attendance, punctuality, and professionalism.
Maintain a positive attitude and willingness to assume additional responsibilities as business needs evolve.
Contribute to a team‑oriented environment focused on providing industry‑leading technical support.
Perform other related duties as assigned.

Requirements

Qualifications

Minimum of 5–10 years of experience in appliance repair, technical service, technical support, or a related technical field.
Strong working knowledge of gas, electrical, refrigeration, and appliance systems.
Viking, AGA, and Lynx product experience preferred.
Proven ability to diagnose and resolve complex technical issues.
Ability to read and interpret wiring diagrams, schematics, service manuals, and technical documentation.
Previous experience in technical support, field service, technical training, or customer service is preferred.
Technical education, certification, or vocational training preferred.
Excellent verbal, written, and interpersonal communication skills.
Proficiency with Microsoft Outlook, Microsoft Office applications, and computer‑based service management systems.
Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
Self‑motivated team player with initiative, professionalism, and a commitment to continuous learning and development.