Technical Support Representative

Customer Service Technical Support Representative

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.

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.
• Performs other related duties as assigned.

Requirements:

Qualifications:

• Minimum of 510 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.

Other Requirements:

• Technical Troubleshooting
• Customer Service Excellence
• Problem Solving and Critical Thinking
• Communication Skills
• Team Collaboration
• Time Management
• Attention to Detail
• Adaptability and Continuous Improvement

Working Conditions:

• Office based.
• 8-hour shifts
• Monday- Friday