Appliance Service Diagnostic Specialist

Don's Appliances•Pittsburgh, PA

14d•Onsite

About The Position

Appliance Service Diagnostic Specialist Job Summary: Don’s appliances is seeking an Appliance Service Diagnostic Specialist who will be responsible for reviewing service history, prior invoices, error codes, and customer-reported symptoms before a technician is dispatched. This role provides diagnostic insight and recommendations with suggested parts to improve first-time completion, reduce callbacks, and minimize unnecessary return visits. The Appliance Service Diagnostic Specialist does not dispatch calls or perform field service, but serves as a technical support resource for technicians in the field, service management, and the parts team. Essential Duties and Responsibilities: Review service invoices before and after service visits, analyzing technician notes, model history, and error codes to support accurate pre-dispatch diagnostics. Analyze customer complaints and historical data to identify likely failure points. Recommend probable parts required for the service visit, based on symptoms and model-specific issues. Flag calls that may require extended time, special tools, or senior technician involvement. Serve as a technical resource for technicians seeking clarification on symptoms, error codes, or common failure trends. Support initiatives to improve first-time completion rates and reduce repeat service visits. Identify recurring failure patterns by product, brand, or installation type. Provide feedback to Service Management on trends impacting callbacks, misdiagnoses, or part usage. Follow manufacturer guidelines, warranty policies, and internal procedures when making recommendations. Support continuous improvement of diagnostic workflows and pre-dispatch review processes. Provide phone support and technical guidance to service technicians. Work closely with Service Management, the Technician Trainer, and Lead Technicians to align on best practices. Other duties as assigned to assist and support the Service and Parts department.

Requirements

High school diploma or equivalent
Minimum of 7 years of hands-on appliance repair experience as a field technician (10+ years preferred), or at least 2 years of experience in a comparable appliance diagnostic support role.
Strong diagnostic skills across multiple appliance categories (laundry, refrigeration, cooking, dishwashers).
In-depth understanding of common failure modes, error codes, and part usage.
Ability to interpret service histories, customer complaints, and technical documentation.
Strong written and verbal communication skills.
Good communication and customer service skills.
Reliable, punctual, and able to work independently
Able to pass a criminal background and drug screening
Strong computer proficiency, including email

Nice To Haves

Technical school coursework
Basic understanding of electrical or mechanical systems
Basic tool knowledge and comfort using hand tools.
Experience with luxury appliance brands (Sub-Zero, Wolf, Miele, Thermador, etc.).
Prior experience supporting or mentoring technicians.
Familiarity with service management software (e.g., EPASS or similar systems).
Advanced troubleshooting and diagnostic reasoning
Attention to detail and pattern recognition
Clear, concise technical communication
Cross-department collaboration
Process-driven mindset with operational awareness
Manufacturer training or certifications.

Responsibilities

Review service invoices before and after service visits, analyzing technician notes, model history, and error codes to support accurate pre-dispatch diagnostics.
Analyze customer complaints and historical data to identify likely failure points.
Recommend probable parts required for the service visit, based on symptoms and model-specific issues.
Flag calls that may require extended time, special tools, or senior technician involvement.
Serve as a technical resource for technicians seeking clarification on symptoms, error codes, or common failure trends.
Support initiatives to improve first-time completion rates and reduce repeat service visits.
Identify recurring failure patterns by product, brand, or installation type.
Provide feedback to Service Management on trends impacting callbacks, misdiagnoses, or part usage.
Follow manufacturer guidelines, warranty policies, and internal procedures when making recommendations.
Support continuous improvement of diagnostic workflows and pre-dispatch review processes.
Provide phone support and technical guidance to service technicians.
Work closely with Service Management, the Technician Trainer, and Lead Technicians to align on best practices.
Other duties as assigned to assist and support the Service and Parts department.