Professional Technical Support Agent

Its a good time to be with Miele!

Help technicians and customers troubleshoot and repair our full range of commercial appliances, including laboratory glassware washer, commercial dishwashers and commercial washing machines over the phone. Maintain a high level of customer service to dealers, sales & service reps, field technical and retail customers.

Essential Functions

Answer a middle to high volume of inbound phone calls (30-40 per day) from consumers, sales personnel and technicians

Troubleshootand diagnose the repair ofMiele commercial appliances using schematics, wiring diagrams and assorted tools over the phone

Schedule and facilitate service calls from customers. This includes screening the call, logging the information into the computer system, sending any required parts, and contacting a service company

Provide installation and technical support for customers and service companies

Develop and maintain the highest level of customer satisfaction and customer relations

Handle other calls associated with our business such as parts availability, parts pricing, and parts ordering

Help Technicians and Service Manager by gathering information they require to perform their duties

Research and answer any technical questions Regional Sales Representatives may have.

Instruct customers in the use and care of Miele commercial appliances

Resolve escalated customer complaints without the need for supervisor intervention

Requirements

High school diploma or general education degree (GED)

18 months related experience

Knowledge of basic plumbing and electrical skills

Good computer skills with knowledge of Microsoft Office (Excel)

Ability to read, write and comprehend instructions, correspondence, and memos in English

Ability to read and interpret documents such as safety rules, schematics, operation and maintenance manuals in English

Ability to apply concepts of basic math

A working knowledge of computer software

Excellent customer service and communication skills

Ability to manage difficult customer situations

Ability to multi-task

Prior call center experience preferred

Ability to speak & write Spanish a plus

Health & Wellness Benefits

Medical, Dental, Vision, Prescription Plan, Flexible Spending Account

Financial Security Benefits

401K, 529 Education Savings Plan, Long-Term Disability, Life Insurance, Affinity Credit Union, Corporate Mortgage Program, Employee Referral Program

Quality of Life Benefits

Employee Assistance Program, Health Club Memberships, Paid Time Off, Personal Days, Vacation, Volunteer Time

Interested candidates that possess dedication, the skills to exceed our customers expectations as detailed herein and the drive to join a growing appliance brand are encouraged to apply online at.

ABOUT MIELE

There are only a few brands in the world that have sustained their vision, traditions and high-quality standard for more than a century. Fewer still that can claim consistent family ownership and international brand name integrity. And only one that is recognized for creating the worlds most innovative appliances. Founded in Germany in 1899 with a single promise of Immer Besser, a phrase meaning Forever Better, Miele has dynamically grown to become the worlds largest family-owned and operated appliance company with over 16,600 employees, 12 production facilities, representation in nearly 100 countries and annual turnover of USD$3.62bn (2009/10).

As a premium appliance brand represented on all continents, Miele is steadfastly committed to the highest quality, performance and environmental standards. The companys innovative heritage, state-of-the-art design and engineering aesthetic have inspired comparison to other powerhouse German brands synonymous with innovation: Mercedes-Benz and BMW.

Mieles range of exceptional consumer appliances includes: vacuum cleaners; laundry systems; rotary irons; dishwashers; built-in convection, speed, steam and combi-steam ovens; cooktops; ventilation hoods; refrigeration; wine storage and coffee systems. Additionally, Miele Professional (the commercial product division) offers dishwashers, washing machines, tumble dryers and rotary irons for commercial use as well as washer-disinfectors for medical, dental and laboratory applications.

To research further, we invite you to visit mieleusa.com for complete and detailed product information or miele-sustainability.com for our public communication regarding Mieles commitment to our environment and its employees.

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

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