[Hiring] Triage Technician @CEF Solutions Inc.

Role Description

We are seeking experienced Triage Technicians to provide advanced remote technical support for field service operations. This role focuses on diagnosing issues, guiding technicians through repair procedures, and ensuring efficient resolution without direct physical intervention. Candidates will be aligned to either:

• Home Appliance (HA) Triage
• TV (Television) Triage

Key Responsibilities:

• Diagnose and troubleshoot product issues remotely via phone, email, or support systems
• Guide field technicians on repair procedures, parts, and escalation decisions
• Leverage prior hands-on repair experience to provide accurate technical direction
• Coordinate with engineering/service teams to stay updated on repair protocols
• Document cases, resolutions, and technical insights in CRM/ticketing systems
• Support multiple concurrent cases while maintaining service quality standards
• Ensure adherence to SLA, response time, and customer satisfaction targets

Qualifications

• Minimum 5 years of field repair experience
• Strong troubleshooting and diagnostic capability
• Ability to clearly communicate technical instructions remotely
• Experience with CRM/ticketing tools and service workflows
• High level of organization and multitasking ability
• Legally authorized to work in the U.S.

Requirements

Track-Specific Requirements:

• Home Appliance (HA) Triage Technician
  • Experience repairing major home appliances (e.g., refrigerators, washers, dryers, ovens)
  • Certification in home appliance repair preferred
  • Experience with R600 refrigeration systems strongly preferred
  • Strong knowledge of mechanical and electrical components in household appliances
• TV (Television) Triage Technician
  • Experience repairing TVs (LED, OLED, QLED, Smart TVs)
  • Strong understanding of:
    • Panel/display issues (backlight, dead pixels, burn-in)
    • Main board / power board diagnostics
    • Firmware / software troubleshooting
  • Ability to guide field technicians on module-level replacement (panel, boards, PSU)
  • Experience with major TV brands (Samsung, LG, etc.) preferred
  • Familiarity with service modes, firmware updates, and diagnostic tools

Preferred Qualifications

• Prior experience in remote support / call center / technical support environment
• Experience supporting field technicians
• Familiarity with warranty processes and service operations

Work Location

• Remote (U.S. based)
• Optional Office: Fort Lee, NJ (if within proximity)