Triage Technician (HA/TV)

CEF Solutions Inc. • Fort Lee, NJ

1d • Hybrid

About The Position

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. They provide specialized staffing services to ensure clients have access to top talent that aligns with their operational goals, servicing large multinational companies and expanding quickly. The company is seeking experienced Triage Technicians to provide advanced remote technical support for field service operations. This role focuses on diagnosing issues, guiding technicians through repair procedures, and ensuring efficient resolution without direct physical intervention. Candidates will be aligned to either Home Appliance (HA) Triage or TV (Television) Triage.

Requirements

• Minimum 5 years of field repair experience
• Strong troubleshooting and diagnostic capability
• Ability to clearly communicate technical instructions remotely
• Experience with CRM/ticketing tools and service workflows
• High level of organization and multitasking ability
• Legally authorized to work in the U.S.
• Experience repairing major home appliances (e.g., refrigerators, washers, dryers, ovens)
• Strong knowledge of mechanical and electrical components in household appliances
• Experience repairing TVs (LED, OLED, QLED, Smart TVs)
• Strong understanding of: Panel/display issues (backlight, dead pixels, burn-in)
• Strong understanding of: Main board / power board diagnostics
• Strong understanding of: Firmware / software troubleshooting
• Ability to guide field technicians on module-level replacement (panel, boards, PSU)
• Familiarity with service modes, firmware updates, and diagnostic tools

Nice To Haves

• Certification in home appliance repair
• Experience with R600 refrigeration systems
• Experience with major TV brands (Samsung, LG, etc.)
• Prior experience in remote support / call center / technical support environment
• Experience supporting field technicians
• Familiarity with warranty processes and service operations

Responsibilities

• Diagnose and troubleshoot product issues remotely via phone, email, or support systems
• Guide field technicians on repair procedures, parts, and escalation decisions
• Leverage prior hands-on repair experience to provide accurate technical direction
• Coordinate with engineering/service teams to stay updated on repair protocols
• Document cases, resolutions, and technical insights in CRM/ticketing systems
• Support multiple concurrent cases while maintaining service quality standards
• Ensure adherence to SLA, response time, and customer satisfaction targets

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 11-50 employees