Triage Technician (HA/TV)

CEF Solutions•Fort Lee, NJ

8h•Remote

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, ensuring clients have access to top talent that aligns with their operational goals, servicing some of the largest multinational companies. The company is expanding quickly by delivering an unmatched end-to-end client experience. They are 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.
For Home Appliance (HA) Triage Technician: Experience repairing major home appliances (e.g., refrigerators, washers, dryers, ovens)
For Home Appliance (HA) Triage Technician: Strong knowledge of mechanical and electrical components in household appliances
For TV (Television) Triage Technician: Experience repairing TVs (LED, OLED, QLED, Smart TVs)
For TV (Television) Triage Technician: Strong understanding of Panel/display issues (backlight, dead pixels, burn-in)
For TV (Television) Triage Technician: Strong understanding of Main board / power board diagnostics
For TV (Television) Triage Technician: Strong understanding of Firmware / software troubleshooting
For TV (Television) Triage Technician: Ability to guide field technicians on module-level replacement (panel, boards, PSU)

Nice To Haves

For Home Appliance (HA) Triage Technician: Certification in home appliance repair preferred
For Home Appliance (HA) Triage Technician: Experience with R600 refrigeration systems strongly preferred
For TV (Television) Triage Technician: Experience with major TV brands (Samsung, LG, etc.) preferred
For TV (Television) Triage Technician: Familiarity with service modes, firmware updates, and diagnostic tools
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

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