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.
Essential Duties
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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.
