Field Service Technician - High End Appliances

Transcom is hiring a remote Field Service Technician to support a high-end luxury appliance brand. You will provide triage and technical support to the technical support team, working with field service, call center staff, customers, and dealers to make sure new service requests are handled correctly and authorized services get the remote support they need for in-home repairs.

This is a work-at-home position for someone with hands-on appliance repair experience who can explain technical concepts clearly over the phone and through email.

What you will do

• Provide triage and technical support to the technical support team for the client's high-end luxury appliance brand
• Work closely with field service, call center, customers, and dealers to ensure new service requests are properly triaged
• Help authorized services get the best possible remote support for service in the consumer's home
• Engage with callers, actively listen, analyze, and isolate issues
• Navigate multiple applications to research solutions
• Multitask in systems while giving step-by-step instructions
• Handle conflict resolution and frustrated customer situations calmly
• Take a high volume of inbound and outbound calls and emails from field service technicians, dealers, and customers
• Work independently in a virtual environment with coworkers and supervisors

What they are looking for

• At least 18 years or older
• High School Diploma or equivalent
• Able to pass a criminal background check
• A minimum of ten to fifteen years of experience in a field service environment preferred, preferably working with appliances
• Ability to explain technical concepts and appliance terms and processes to people with and without prior appliance knowledge
• Ability to read and interpret a parts schematic and wiring diagram
• Ability to use and explain a multimeter
• Ability to perform and explain a sealed repair on a refrigerator/freezer
• Ability to collaborate with virtual and diverse teams
• Working knowledge of Microsoft Excel, PowerPoint, and Word
• Strong computer knowledge, including typing at least 30 wpm
• Excellent English written and verbal communication skills
• Courteous, friendly, and professional
• Willingness to follow procedures and policies
• Able to multitask applications while talking on the phone
• Able to thrive in a fast-paced environment
• Able to listen actively and show empathy
• Technical support or troubleshooting experience preferred
• Call center and/or work from home experience preferred
• Experience in a global parts organization preferred

Schedule and training

• Hours of operation: Monday through Friday, 11:00am to 8:00pm ET
• Full-time work week
• Must maintain strict adherence to the assigned schedule
• Must be able to work a variety of shifts influenced by business needs, including evenings, weekends, and holidays
• Must be available to travel for one week to Dallas for in-person training

Location rules

You must live and work in one of these states: AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, NM, OH, OK, SC, SD, TN, TX, UT, VA, WI, WV. There is a site in Greenville, South Carolina, and remote applicants within 50 miles of that site cannot be accepted.

Pay and benefits

• Competitive pay
• Pay options: Daily Pay, Biweekly Pay, Direct Deposit, and Pay Cards
• Health benefits for you and your family, including medical, dental, and vision
• 401(k) investment options with employer match opportunities
• Paid vacation time
• Position as a Transcom employee, not an independent contractor
• 100% work at home, including training

Home office requirements

Transcom provides a computer, monitor, and headset. The computer has a built-in webcam that must be used for training and meetings. You need a secure, quiet, distraction-free work environment without conflicting responsibilities during your shift. Conflicting responsibilities may include caring for a family member.

Your home office must have DSL, Fiber, or Cable internet hardwired into a modem or router via Ethernet. Dial-up, wireless, mobile hotspot, or satellite service cannot be used. Minimum speeds are 20 Mbps download, 3 Mbps upload, and ping under 100 ms. During the application, you will need a home desktop or laptop hardwired with an Ethernet connection to complete internet speed assessments.

About Transcom

Transcom is a global customer experience specialist providing customer care, sales, technical support, and credit management services through contact centers and work-at-home agents. The company has more than 30,000 customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages. Transcom currently hires remote employees in 26 states and 3 Canadian provinces.