[Hiring] Master Tech-Line Virtual Appliance Technician @Whirlpool

Role Description

Whirlpool is currently seeking qualified candidates for Master Tech-Line Virtual Appliance Technician (Remote). This role will be located in Canada and will be responsible for providing a differentiated service experience where technical support is provided in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances. Work is completed through multi-channel interactions including voice, chat, email, and video calls while achieving all quality and interaction objectives. The Senior Representative is also responsible for cross-functional communication and collaboration to create the desired customer experience.

• Reading and understanding wiring diagrams, tech sheets, and technical literature
• Provide technical support using multi-channel interactions in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances
• Provide detailed information on new or emerging issues to Quality and Engineering teams
• Identify and communicate business and content gaps for continuous improvement efforts
• Bilingual Canadian French and English
• Work for extended periods of time at a desk
• Converse using a headset. A headset will be provided to you.
• Learn through direct instruction and self-study
• Handle company confidential information
• Schedules may include a set shift between the hours of 8 am - 8 pm in your own time zone
• You can work this job remotely from anywhere in the US
• Provide an in-home office environment that is ergonomic, comfortable, and in its own space separate from the living space
• Provide office equipment other than the PC (desk, chair, lighting)
• Working cell phone that can use for multi-factor authentication, either using the okta app or SMS text
• Provide a quiet environment during work hours with no distractions
• Cable or DSL internet service must be available in your area with a 12 mpbs download and 2 mbps upload. Satellite service is not acceptable. WI-FI is not acceptable. A wired ethernet cable connection is required

Qualifications

• High School Diploma or GED
• 3+ years appliance repair experience
• 2+ years of technical support experience in one or more of the following areas: electrical, thermodynamic or mechanical operations for major appliance diagnostics and repairs

Requirements

• Some experience with installation, diagnostics, or repairs of Major Appliances
• Trade School or Associates Degree in Mechanical, Electrical, or Automotive Engineering
• Excellent communication (oral and written) and organizational skills
• A basic understanding of how to leverage numerous and different technologies
• Customer Service Experience and/or Call Center Operations
• Knowledge of continuous improvement and/or lean principles

Benefits

• Permanent Employees enjoy leading edge benefit programs that allows for choice and flexibility to meet the needs of our diverse workforce.
• Flexible Benefits (including Healthcare Expense and Wellness accounts, Income Protection - LTD, AD&D, Life Insurance)
• Parental Top Up Plan
• Family Building Support Benefit
• Whirlpool Additional Designated Holidays (2 extra company paid holidays)
• Employee Assistance Program
• Retiree benefits, Savings Plans, Defined Contribution Pension Plan
• Employee Discount
• Eligible for annual bonus