Job Summary
We are seeking a Senior Technical Service Specialist to support and coordinate technical service for Kenmore major appliances. This role serves as the technical link between customers, authorized service providers, and internal teams, owning the service process from initial diagnosis through resolution.
Responsibilities
- Act as the primary technical escalation point for major appliance service issues
- Diagnose product problems via phone and email using structured troubleshooting
- Manage service tickets, warranty claims, and repair authorizations
- Coordinate service calls with authorized service technicians
- Provide technical guidance, parts identification, and documentation to technicians
- Maintain accurate service records and customer communication logs
- Identify recurring issues and share insights with quality and engineering teams
Skills
1. Required:
· 5+ years of field experience in technical service and/ or customer service for supporting major appliances
· Strong troubleshooting and problem-solving skills
· Excellent written and verbal communication skills
· Ability to manage multiple service cases simultaneously
2. Preferred:
· Experience with major household appliances
· Mechanical, electrical, refrigeration or technical background
· Experience working with service technicians or repair providers
· Familiarity with warranty or service management systems
Pay: $50,000.00-$65,000.00 per year
Experience:
- major appliance service: 5 years (preferred)
Work Location: In person
