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Technical Support Representative

Princeton, NJ

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nnJob DescriptionnrHelp technicians and customers troubleshoot and repair our full range of appliances, including dishwashers, washing machines and ovens over the phone. Maintain a high level of customer service to dealers, sales reps, field technical and retail customers.rEssential FunctionsrrAnswer a middle to high volume of inbound phone calls (50 -60 per day) from consumers, sales personnel and techniciansrTroubleshoot and diagnose the repair of Miele appliances using schematics, wiring diagrams and assorted tools over the phonerSchedule 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 companyrProvide installation and technical support for customers and service companiesrDevelop and maintain the highest level of customer satisfaction and customer relationsrHandle other calls associated with our business, i.e. parts availability, parts pricing, and parts ordering  rHelp Technicians and Service Manager by gathering information they require to perform their dutiesrResearch and answer any technical questions Regional Sales Representatives may have.rInstruct customers in the use and care of Miele appliancesrResolve escalated customer complaints without the need for supervisor interventionrrRequirementsrrHigh school diploma or general education degree (GED)r6 months related experiencerKnowledge of basic plumbing and electrical skillsrGood computer skills with knowledge of Microsoft Office (Excel)rAbility to read, write and comprehend instructions, correspondence, and memos in EnglishrAbility to read and interpret documents such as safety rules, schematics, operation and maintenance manuals in EnglishrAbility to apply concepts of basic mathrA working knowledge of computer softwarerExcellent customer service and communication skillsrAbility to manage difficult customer situationsrAbility to multi-taskrSome prior call center experience preferredrrHealth & Wellness BenefitsrMedical, Dental, Vision, Prescription Plan, Flexible Spending AccountrFinancial Security Benefitsr401K, 529 Education Savings Plan, Long-Term Disability, Life Insurance, Affinity Credit Union, Corporate Mortgage Program, Employee Referral ProgramrQuality of Life BenefitsrEmployee Assistance Program, Health Club Memberships, Paid Time Off, Personal Days, Vacation, Volunteer TimerInterested candidates that possess dedication, the skills to exceed our customer’s expectations as detailed herein and the drive to join a growing appliance brand are encouraged to apply online at ****MIELErThere 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 world’s 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 world’s 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).rAs a premium appliance brand represented on all continents, Miele is steadfastly committed to the highest quality, performance and environmental standards. The company’s 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.rMiele’s 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. rTo research further, we invite you to visit for complete and detailed product information or for our public communication regarding Miele’s commitment to our environment and its employees.r   Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace.   EOE/AA:M/F/D/V

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