Remote Appliance Tech Support & Field Specialist

Bertazzoni is a sixth-generation Italian family-owned appliance brand, designing and manufacturing premium kitchen appliances since 1882. In North America we import, distribute, and support Bertazzoni products through a network of authorized dealers and service providers across the US and Canada. We are growing our internal service capability and this role is a key part of that investment. The Role This is primarily a technical support role. You will be the first point of contact for Bertazzoni’s authorized service providers across the West territory — answering the inbound technical support line, diagnosing appliance issues remotely, and guiding technicians to resolution via phone or video call. The goal is to resolve as many cases as possible without requiring a physical site visit. When remote resolution is not possible, you will be deployed in the field for on-site intervention — performing complex repairs, conducting customer education visits, and supporting service providers directly. The role is based in the Northern California / Sacramento / Central Valley and requires easy access to San Francisco and the greater Sacramento area. What You Will Do Technical Support Line (Primary) –Staff Bertazzoni’s inbound technical support phone line during business hours, fielding calls from authorized service providers across the West territory –Diagnose appliance issues remotely using detailed symptom descriptions, photos, and video calls with on-site technicians –Identify correct parts, provide step-by-step repair guidance, and confirm resolution without requiring a site visit wherever possible –Support internal customer care agents on product-specific questions escalated from first-line intake –Maintain call logs and case notes in our CRM system (HubSpot) Field Service (Secondary) –Perform on-site diagnosis and repair of Bertazzoni appliances (ranges, ovens, cooktops, refrigeration, dishwashers, ventilation) at customer homes when remote resolution is not sufficient –Handle high-complexity repair cases that authorized service providers are unable to resolve independently –Conduct customer education visits to help customers get the most from their Bertazzoni appliances Service Network Support –Build relationships with Bertazzoni’s authorized service providers in the West territory –Conduct training sessions for servicer technicians on new product platforms and common failure modes –Provide structured feedback on recurring failure patterns, parts availability issues, and service quality –Lead product training sessions for authorized servicers across the West territory — covering installation procedures, common failure modes, and repair techniques for all Bertazzoni appliance categories –Develop and maintain training materials for the West servicer network including written guides, video walkthroughs, and hands-on workshops –Support major builder and developer project installations in the West — working alongside contracted installation teams to ensure correct appliance setup and commissioning on large multi-unit projects –Available for emergency product deliveries or parts runs to critical job sites when needed What We Are Looking For Required –3+ years of hands-on field service experience on major home appliances (cooking, refrigeration, or dishwasher categories) –Strong remote diagnosis skills — able to guide another technician to resolution over the phone or via video –Experience with gas and electric/induction cooking appliances –Clear, confident communicator — comfortable on the phone with both technicians and end customers –Based in Northern California, Sacramento area, or Central Valley –Valid driver’s license and clean driving record Preferred – Experience with premium or luxury European appliance brands – Familiarity with CRM or service ticketing platforms – Prior experience training or mentoring other technicians – Ability to travel locally; access to a vehicle for occasional field work is preferred – Valid driver’s license and ability to meet driving requirements for the role, – Occasional field work, emergency parts pickups, or equipment transportation may be required (preferred but not mandatory) –Work with premium, design-forward Italian appliances across a technically varied product portfolio –A role with real ownership — you are the expert the team and the servicer network rely on –Small, collaborative team with direct access to leadership –Salary range $80,000 – $100,000 per year, commensurate with experience·Full benefits package Application Requirements Please answer the following questions in the notes field. Only applications that include these details will be considered: 1. What are your base salary expectations for this role? 2. Bertazzoni North America is a small, fast-moving team where this role is the operational hub — with few direct reports, high ownership, and direct visibility to senior leadership. What draws you to this type of environment, and what in your background makes you confident you can thrive in it? Bertazzoni North America is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected characteristic under applicable law. #J-18808-Ljbffr