Technical Support Representative

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.

• Minimum of 510 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