Technical Support Specialist

Miele•Princeton, NJ

1d•Onsite

About The Position

The Technical Support Specialist is responsible for providing technical assistance to Dealers, Miele Service Partners (MSP), and internal stakeholders, with a primary focus on Miele residential appliances and secondary support for floorcare products. This role supports accurate diagnostics, effective repairs, and the timely selection and ordering of parts and accessories. The Specialist works closely with Product Support and Residential Service to identify product, process, and technician improvement opportunities while delivering accurate, responsive, and professional support. For more than 125 years, Miele has been a family-owned, family-run company. Based on this tradition, a healthy balance between the demands and the appreciation of our employees is very important to us. Besides following our objective of becoming “forever better” which our employees represent with their specialist knowledge, their ambition and with thinking ahead, we want to ensure that everyone can experience and profit from our good working environment here at Miele. Living and passing on our Miele values, as well as working in teams to further develop our innovative products, are important parts of our Miele culture at each of our 50 locations. What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers. Make our claim your challenge - whether in Gütersloh, Melbourne or Singapore! Become one of more than 23,000 Miele employees in 50 countries around the world who are committed to making our products even better every day - and help us to expand our innovation leadership.

Requirements

High school diploma or GED required.
Combination of education and 5-7 years of relevant experience in residential appliance repair required.
Strong working knowledge of electricity, electronics, networking, refrigeration, and mechanical troubleshooting principles.
Demonstrated excellence in written and verbal communication with internal and external customers.
Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
Strong attention to detail, organization, and accuracy.
Ability to work independently and collaboratively in a fast-paced environment.
Ability to manage multiple priorities and deliver timely, accurate resolutions.

Nice To Haves

field-based experience preferred.
Vacuum/floorcare experience preferred.
Experience with Miele products is a plus.
Experience with call center, CRM, ERP, telephony, or related business systems preferred.

Responsibilities

Serve as a technical resource in resolving technician issues by applying strong product and process knowledge to drive effective, efficient, and long-term solutions.
Instruct technicians on the proper use of Miele diagnostic tools, software, and service procedures.
Maintain current technical knowledge of Miele residential appliances, while building and maintaining working knowledge of Miele vacuum and floorcare products.
Support the implementation of new Miele products, technologies, and service processes.
Partner with Product Support to identify product quality issues and communicate service solutions to Miele and Service Partner technicians.
Partner with Residential Service to identify training, process, and technician capability improvement opportunities.
Assist Miele Service Partners and consumers with the selection and ordering of parts and accessories.
Maintain in-depth knowledge of products, pricing, services, and applicable policies.
Verify data and create/edit work orders and sales orders in accordance with company guidelines and processes.
Inform customers and partners of changes to order expectations, part availability, and service-related updates.
Establish, maintain, and update files, records, and documentation with a high degree of accuracy.
Investigate and respond to interdepartmental and customer inquiries in a timely and professional manner.
Meet quality, productivity, turnaround time, and other departmental performance expectations.
Contribute to department growth by improving processes, documentation, metrics, training support, and quality practices.
Handle confidential information relating to finance, legal, sales, and operations with discretion.