ServicePower
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US Open Positions
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Home Appliance Service Technician
To apply, send a resume and cover letter to:
r.snider@servicepower.com
Position Summary
This position reports to the Customer Service Supervisor/Manager
To provide courteous, efficient, and technical-based customer service to all clients and their customers. To represent ServicePower to the best of their ability, in accordance with our line of products and services.
Essential Functions-Daily
- Provide technical support, troubleshooting, pre-sales questions, and place part orders as assigned to product end-users, servicers, and internal staff as needed.
- Answer technical and/or customer service phone calls daily in whatever queue is assigned to them to assist product end-users and servicers
- Handle tickets (JIRA) and address/manage their statuses for proper customer follow-up
- Perform assigned project work that requires day-to-day follow-up, e.g., parts management, RA process
- Perform assigned dispatch duties as assigned, including the related dispatch management
Essential Functions-Periodic
- Attend staff meetings every week
- Participate in ongoing interdepartmental training
- Provide technical assistance for escalated dispatch issues
- Perform project work as assigned
- Attend periodic manufacturer product training for new and existing products
Position Requirements
- Years of experience: 2 years of field service (Commercial experience and EPA preferred but not required), 3 years minimum experience in Customer Service, or 2 years CS and 1 year Product Support, in a Call Center environment: Major Appliance (MA, preferred), Consumer Electronics (CE)
- Education and/or certifications required: High school diploma; college courses a plus; appliance technical training certificates preferred
- Technical skills: PC skills, including but not limited to MS Office Suite; web-based applications, ACD phone system, e-mail-based helpdesk ticketing system, general technical and mechanical understanding.
- General knowledge of: Customer Service and Technical Support, Warranty Claims Processing, and Dispatch Services in the Field Service Industry preferred
- Supervisory responsibilities: none
- Success factors: Excellent Verbal and Written skills, Multi-Tasking, Interpersonal skills, Attention to detail and follow-up, ambitious, and a Self-Starter, technical problem-solving skills
- Travel: 5%