Technical Support Specialist
4 weeks ago
The Miele Technical Support Specialist is responsible for providing technical assistance to Dealers and Miele Service Partners. The Specialist must have a strong working relationship with the Product Support and Residential Service organizations to identify product and technician improvement opportunities.
Key Responsibilities
- Act as a resource in resolving technician issues by using product and process knowledge combined to ensure effective, efficient, and long-term problem resolution.
- Instruct technicians on the proper use of Miele diagnostic tools and software.
- Keep technical knowledge up to date on Miele Residential Vacuum Products.
- Support implementation of new Miele products or technologies.
- Work with Product Support, identify quality issues with the products while communicating service solutions to Miele and Service Partner technicians.
- Maintain an in-depth knowledge of products, pricing and services offered.
- Strong attention to detail and high level of accuracy is needed.
- Verify data. Create and edit all sales orders in adherence to company guidelines and processes.
- Inform customers of changes to order expectations.
- Establish, maintain, and update files, records and other documents.
- Investigate and respond to inter-departmental and customer inquiries.
- Meet quality, productivity, turnaround time and other expectations.
- Contribute to growing department's capabilities which may include assisting to build more scalable processes, supporting documentation and/or metric needs, improving quality, etc.
- Use and maintain discretion handling confidential matters including finance, legal, sales, and operations.
Requirements
High School diploma or GED required. Combination of education and 3-5 years relevant experience in the repair of Vacuums collectively required - Field based preferred with Miele products a plus. Experience with Call Center business systems and management practices preferred. Strong knowledge of basic Electricity, Electronics, Networking and Refrigeration. Demonstrated excellence in communication (written and verbal) with internal and external customers. Basic knowledge of MS Office including Excel, Word, and PowerPoint. Reside in proximity to local area of responsibility required. Ability to work independently.
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