Appliance Technician

Job Description

Job Description

We are seeking a reliable, technically skilled, and customer-focused Appliance Service Technician to diagnose, repair, and service residential appliances. This position requires more than mechanical ability. The technician will be responsible for managing service calls from start to finish, including reviewing service requests, communicating with customers, diagnosing appliances, documenting findings, researching and ordering parts, coordinating appointments, completing repairs, and properly closing out service tickets.

The ideal candidate is comfortable working independently, utilizing computer and mobile systems, communicating professionally with customers, and taking ownership of unresolved service issues.

Key Responsibilities Appliance Diagnosis & Repair Diagnose and repair residential appliances including refrigerators, washers, dryers, dishwashers, ranges, ovens, cooktops, and other major household appliances. Troubleshoot electrical, mechanical, water, drainage, heating, cooling, and control-system issues. Utilize manufacturer service manuals, wiring diagrams, diagnostic/service modes, error codes, technical bulletins, and other resources to accurately diagnose problems. Perform repairs efficiently while minimizing unnecessary parts replacement and repeat service calls. Verify proper appliance operation after completing repairs. Identify situations where an issue is caused by installation, plumbing, electrical supply, ventilation, customer usage, or another external condition rather than an appliance defect. Determine when an appliance is repairable versus when replacement or further escalation should be recommended.

Parts Research & Ordering Identify correct replacement parts using model and serial numbers. Research part numbers, compatibility, availability, pricing, and superseded components. Order required parts through approved vendors and manufacturer systems. Maintain accurate records of parts ordered for each service ticket. Track backordered or delayed parts and follow up as necessary. Verify received parts before scheduling return visits. Maintain and organize commonly used service parts, tools, and inventory.

Service Management Systems & Documentation Be comfortable utilizing computers, tablets, smartphones, and web-based service platforms. Create, update, and manage service tickets within company systems. Document customer complaints, diagnostic findings, work performed, parts required, and final resolution. Upload photos, model/serial information, receipts, notes, and other supporting documentation when required. Maintain accurate status updates for open service calls. Properly close completed service tickets so management can accurately track service activity, costs, and outcomes.

Customer Scheduling & Coordination Communicate directly with customers regarding service appointments and repair status. Schedule and coordinate initial diagnostic visits and return appointments. Contact customers when parts arrive and arrange follow-up service. Provide customers with reasonable arrival windows and communicate delays or scheduling changes.

Follow up on unresolved service calls instead of allowing tickets to remain unattended. Coordinate with sales, delivery, warehouse, management, manufacturers, and vendors when necessary to resolve customer issues. Customer Service Represent the company professionally while working inside customers' homes. Clearly explain diagnostic findings and repair recommendations in terms customers can understand. Set realistic expectations regarding parts availability, repair timelines, and appliance performance. Remain professional when dealing with frustrated or dissatisfied customers. Protect customers' flooring, cabinetry, walls, countertops, and surrounding property while servicing appliances. Immediately document and report any pre-existing damage, installation problems, safety concerns, or potential property damage. Warranty & Service Determination Determine whether service issues appear related to appliance defects, installation, customer misuse, external conditions, or normal operation. Follow company procedures for warranty and non-warranty service. Document evidence supporting diagnostic conclusions. Assist management in determining whether repair, replacement, manufacturer escalation, or customer-paid service is appropriate. Work with manufacturers and warranty providers when authorization or technical assistance is required. Safety & Professional Standards Follow company safety procedures and manufacturer repair guidelines. Safely disconnect and reconnect electrical, water, gas, drainage, and ventilation connections when within the technician's authorized scope of work. Maintain a clean and organized work area. Properly maintain company tools, diagnostic equipment, service vehicle, and assigned inventory. Immediately report unsafe conditions or repairs requiring specialized or licensed trades. Maintain professional appearance and conduct while representing the company. Required Qualifications Previous experience diagnosing and repairing major residential appliances strongly preferred. Working knowledge of refrigerators, washers, dryers, dishwashers, ranges, ovens, and related appliances. Strong mechanical and electrical troubleshooting ability. Ability to read wiring diagrams, service manuals, error codes, and technical documentation. Comfortable using computers, tablets, smartphones, service-management software, manufacturer portals, and online parts systems. Ability to research and order appliance parts independently. Strong organizational and time-management skills. Strong written documentation skills. Professional customer communication skills. Ability to manage multiple open service tickets simultaneously. Valid driver's license and acceptable driving record. Ability to safely move, tilt, access, and work around large household appliances. Ability to lift and carry tools, parts, and equipment as required. Preferred Qualifications 2+ years of residential appliance repair experience. Experience servicing multiple major appliance brands. EPA Section 608 certification for sealed- system/refrigeration work. Experience with warranty claims and manufacturer service portals. Experience with appliance parts distributors and parts lookup systems. Experience using field-service management or CRM software. Knowledge of appliance installation requirements and common installation-related problems. What Success Looks Like A successful Appliance Service Technician does not simply complete assigned repairs. They take ownership of the service process from beginning to end. This means: Accurate diagnosis the first time. Clear and complete service documentation. Correct parts ordered promptly. Customers kept informed. Return appointments scheduled without unnecessary delays. Repairs completed correctly. Minimal repeat service calls. Open tickets actively managed until resolution. Company property and customer homes treated with care. Management kept informed when a situation requires escalation. The goal is to provide efficient, professional service while controlling unnecessary service costs and delivering a consistent customer experience.

Katy Discounted Appliances is a veteran-owned, locally operated appliance retailer based in Katy, Texas. We specialize in both scratch-and-dent and brand-new appliances, offering customers high-quality products at competitive prices.

We have built a strong reputation in the Houston area for value, honesty, and reliable customer service. Our goal is to provide a straightforward and efficient shopping experience, helping customers find the right appliances to fit their needs and budget.

As a growing company, we are expanding our operations and looking for team members who want to grow with us long-term. We value professionalism, consistency, and a team-oriented work environment where everyone contributes to the success of the business.

Company Description

Katy Discounted Appliances is a veteran-owned, locally operated appliance retailer based in Katy, Texas. We specialize in both scratch-and-dent and brand-new appliances, offering customers high-quality products at competitive prices.\r\n\r\nWe have built a strong reputation in the Houston area for value, honesty, and reliable customer service. Our goal is to provide a straightforward and efficient shopping experience, helping customers find the right appliances to fit their needs and budget.\r\n\r\nAs a growing company, we are expanding our operations and looking for team members who want to grow with us long-term. We value professionalism, consistency, and a team-oriented work environment where everyone contributes to the success of the business.