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

Whirlpool•Knoxville, TN

3d•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