Master Tech-Line Virtual Appliance Technician (Remote)
About The Position
Whirlpool is currently seeking qualified candidates for Master Tech-Line Virtual Appliance Technician (Remote). This role will be located in Canada. This role will be responsible for providing a differentiated service experience where technical support is provided in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances. Work is completed through multi-channel interactions including voice, chat, email, and video calls while achieving all quality and interaction objectives. The Senior Representative is also responsible for cross-functional communication and collaboration to create the desired customer experience.
Requirements
- High School Diploma or GED
- 3+ years appliance repair experience
- 2+ years of technical support experience in one or more of the following areas: electrical, thermodynamic or mechanical operations for major appliance diagnostics and repairs
Nice To Haves
- Some experience with installation, diagnostics, or repairs of Major Appliances
- Trade School or Associates Degree in Mechanical, Electrical, or Automotive Engineering
- Excellent communication (oral and written) and organizational skills
- A basic understanding of how to leverage numerous and different technologies
- Customer Service Experience and/or Call Center Operations
- Knowledge of continuous improvement and/or lean principles
Responsibilities
- Reading and understanding wiring diagrams, tech sheets, and technical literature
- Provide technical support using multi-channel interactions in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances
- Provide detailed information on new or emerging issues to Quality and Engineering teams
- Identify and communicate business and content gaps for continuous improvement efforts
- Bilingual Canadian French and English
- Work for extended periods of time at a desk
- Converse using a headset. A headset will be provided to you.
- Learn through direct instruction and self-study
- Handle company confidential information
- Schedules may include a set shift between the hours of 8 am - 8 pm in your own time zone
- Provide an in‐home office environment that is ergonomic, comfortable, and in its own space separate from the living space
- Provide office equipment other than the PC (desk, chair, lighting)
- Working cell phone that can use for multi-factor authentication, either using the okta app or SMS text
- Provide a quiet environment during work hours with no distractions
- Cable or DSL internet service must be available in your area with a 12 mpbs download and 2 mbps upload. Satellite service is not acceptable. WI-FI is not acceptable. A wired ethernet cable connection is required
Benefits
- Flexible Benefits (including Healthcare Expense and Wellness accounts, Income Protection - LTD, AD&D, Life Insurance)
- Parental Top Up Plan
- Family Building Support Benefit
- Whirlpool Additional Designated Holidays (2 extra company paid holidays)
- Employee Assistance Program
- Retiree benefits, Savings Plans, Defined Contribution Pension Plan
- Employee Discount
- Eligible for annual bonus
- Always On Flexibility
- Two-Week Work from Anywhere
- Sabbatical - Four weeks paid leave after every five years of service.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
