Technical Support Representative

Job Description

Job Description

Description:

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 and 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.

Requirements:

• Minimum of 5–10 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.
• Technical Troubleshooting
• Customer Service Excellence
• Problem Solving and Critical Thinking
• Communication Skills
• Team Collaboration
• Time Management
• Attention to Detail
• Adaptability and Continuous Improvement