Technical Support Representative

Description The Technical Support Representative provides expert technical assistance to authorized service providers, consumers, and internal departments regarding Viking, AGA, and Lynx residential appliances. This position serves as a key technical resource, helping diagnose and resolve product issues while delivering exceptional customer support and ensuring accurate documentation of all service-related activities.

Essential Duties And Responsibilities

• Provide technical support to field service technicians via phone and email regarding installation, troubleshooting, diagnosis, and repair procedures.
• Assist consumers with technical inquiries and product-related concerns through phone and email communication.
• Accurately document technical support interactions, troubleshooting steps, and resolutions within company databases and service management systems.
• Collaborate closely with Customer Support, Engineering, Sales, Regional Service Managers (RSMs),Parts, and other internal departments to resolve technical issues.
• Monitor and manage Technical Support and Parts Department email inboxes daily to ensure timely responses and follow-up.
• Review and code labor claims assigned to specific territories and regions in accordance with company policies.
• Maintain current knowledge of Viking, AGA, and Lynx products, technical bulletins, service procedures, and product updates.
• Identify recurring product issues and communicate findings to management and engineering teams.
• Support training initiatives and assist with special projects as assigned.
• Demonstrate reliability through consistent attendance, punctuality, and professionalism.
• Maintain a positive attitude and willingness to assume additional responsibilities as business needs evolve.
• Contribute to a team-oriented environment focused on providing industry-leading technical support.

Requirements

• Minimum of 5–10 years of experience in appliance repair, technical service, technical support, or a related technical field.
• Strong working knowledge of gas, electrical, refrigeration, and appliance systems.
• Viking, AGA, and Lynx product experience preferred.
• Proven ability to diagnose and resolve complex technical issues.
• Ability to read and interpret wiring diagrams, schematics, service manuals, and technical documentation.
• Previous experience in technical support, field service, technical training, or customer service is preferred.
• Technical education, certification, or vocational training preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with Microsoft Outlook, Microsoft Office applications, and computer-based service management systems.
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
• Self-motivated team player with initiative, professionalism, and a commitment to continuous learning and development.
• Technical Troubleshooting
• Customer Service Excellence
• Problem Solving and Critical Thinking
• Communication Skills
• Team Collaboration
• Time Management
• Attention to Detail
• Adaptability and Continuous Improvement