Appliance repair triage specialist

Benefits:

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

Excellent at-home, remote career opportunity for an experienced appliance repair technician.

Make great performance based pay while working from home supporting our rapidly growing appliance repair company.

Base salary + bi-weekly incentive pay based on KPI performance. Earnings potential from $50k - $125k.

Candidates must have prior appliance repair experience and / or experience with appliance repair triage / pre-diagnosis.

The triage specialist plays a critical role at Omega Force Appliance Repair to positively impact our first time repair rate. This role focuses on reviewing all jobs prior to technician's dispatching to the home in order to prepare the technician with parts or knowledge that will help ensure they complete the repair job on the first customer visit.

Core responsibilities:

• Support a team of 23+ field service technicians to achieve first trip repair rates that meet company targets
• Review customer problem statements, technical service bulletins and diagnostic tools to determine the root cause of symptoms, ID parts needed for repairs and order parts prior to the first scheduled service trip
• Manage a rotating queue of scheduled and pre-scheduled service jobs to conduct timely triage activities to meet company turn time targets
• Communicate with customer service representatives, inventory personnel, field service management and technicians real-time throughout the day using email, text and voice
• Research part availability across a broad range of suppliers and sources to expedite repairs and responsibly manage shipping expenses
• Order parts and enter part data in the business management software to support triage and other parts orders according to the needs of the business
• Provide live technical support to field service technicians and perform necessary research using technical support resources including TSB’s, schematics, diagnostic support tools and internal company data
• Provide input on process / continuous improvement for the role and other associated areas of the business

The role is measured on the company first time repair rate and rate of repairs that require 3+ trips to complete.

An ideal candidate will:

o Do what it takes to get the job done right
o Act with integrity
o Exhibit a positive demeanor
o Communicate confidently
o Use emotional intelligence
o Possess grit

• Have excellent communication skills and be a strong collaborator with technicians and support personnel
• Have exceptional deductive reasoning skills
• Have the ability to multi-task while solving complex problems
• Be willing to conduct independent research and invest in keeping their knowledge and skillset relevant as technologies change and new products are released
• Have broad appliance repair experience
• Have good or better general computer skills

This is a remote position.