Tech-Line Virtual Appliance Technician (Remote), Master Technician

Whirlpool • Knoxville, TN

1d • Remote

About The Position

Whirlpool is currently seeking qualified candidates for Tech-Line Virtual Appliance Technician (Remote), Master Technician. This will be a remote role.
This role is 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 Specialist, Technician is also responsible for cross-functional communication and collaboration to create the desired customer experience.

Requirements

• High School Diploma or GED
• 3+ years of appliance repair experience
• 2+ years of experience in electrical and mechanical operation to major appliance diagnostics and repairs

Nice To Haves

• Trade School or Associate 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

• Support Consumer Service Analytics as analyst enabling deployment of the Consumer Care Strategy with significant direction from Sr Analyst and Consumer Services Leadership
• Typing 35 wpm
• Provide detailed information on new or emerging issues to Quality and Engineering teams
• Provide technical support using multi-channel interactions in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances
• Identify and communicate business and content gaps for continuous improvement efforts
• 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
• Work a non-traditional work schedule within the hours of operation (8 a.m. - 8 p.m. EST)
• You can work this job remotely from anywhere in the US
• 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)
• 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

• Generous benefits package
• Whirlpool employee discount
• fitness & educational reimbursement programs
• kitchenettes
• Beautiful, recently renovated office space
• free coffee
• biking/walking trails
• access to The Eddy - Early Childhood Center (depending upon availability - additional costs required)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees