Technical Support Specialist
Miele Incorporated

Job Purpose

The Technical Support Specialist is responsible for providing technical assistance to Dealers and Miele Service Partners (MSP). The Specialist is also responsible for providing assistance to Miele Service Partners and Consumers in the selection and ordering of parts or accessories. Delivering information and resolving issues in an accurate and timely manner. Must work well with a team of people who are committed to continuing the company's high growth rate. This position will have a strong working relationship with the Product Support and Residential Service organizations identifying product and technician improvement opportunities.

Key Responsibilities

• Act as a resource in resolving technician issues by using product and process knowledge combined to ensure effective, efficient, and long- term problem resolution
• Instruct technicians on the proper use of Miele diagnostic tools and software
• Keep technical knowledge up to date on Miele Residential Vacuum Products
• Support implementation of new Miele products or technologies
• Work with Product Support, identify quality issues with the products while communicating service solutions to Miele and Service Partner technicians
• Maintain an in-depth knowledge of products, pricing and services offered
• Strong attention to detail and high level of accuracy is needed
• Verify data. Create and edit all sales orders in adherence to company guidelines and processes
• Inform customers of changes to order expectations
• Establish, maintain, and update files, records and other documents
• Investigate and respond to inter-departmental and customer inquiries
• Meet quality, productivity, turnaround time and other expectations
• Contribute to growing department's capabilities which may include assisting to build more scalable processes, supporting documentation and/or metric needs, improving quality, etc.
• Use and maintain discretion handling confidential matters including finance, legal, sales, and operations

Requirements

• High School diploma or GED required
• Combination of education and 3-5 years relevant experience in the repair of Vacuums collectively required - Field based preferred with Miele products a plus
• Experience with Call Center business systems and management practices preferred
• Strong knowledge of basic Electricity, Electronics, Networking and Refrigeration
• Demonstrated excellence in communication (written and verbal) with internal and external customers
• Basic knowledge of MS Office including Excel, Word, and PowerPoint
• Reside in proximity to local area of responsibility required
• Ability to work independently

Working Conditions

• Limited travel may be required to understand the needs of Miele and MSP technicians (< 10%)
• Hybrid Work Model (in office/remote)

Why you might like working here:

• You love autonomy and the accountability for results
• You like working for a family run company, market leader in the premium domestic appliance.
• You like working for a company that believes in the aspiration to do it forever better and to be forever better
• A competitive compensation package
• 100% covered Life and long-term disability insurance
• Wellness discounts on medical premiums
• 401k with company match
• Generous Employee Purchase program
• Wellness and volunteer Programs
• Engaging Employee Activities

ABOUT MIELE

What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products.

Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are at entry levels or managers.

Miele asks a lot of its employees. They are expected to develop and manufacture worldwide market premium products that are "Immer Besser". In return, they receive the most valuable thing Miele can give them: that they themselves become "Immer Besser" - in all of their professional and personal abilities.

"Immer Besser" is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. We call this principle "MAKE IT BETTER. BE BETTER".

Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V

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