Lead Technical Support Field Service - High End Appliances

Location: USA, Work at home

Job category: Technical Support Agent


  • Have you worked as a field technician on appliances?
  • Do you know what it takes to keep multiple teams organized and updated to ensure customers receive the best possible care and solution?
  • Do you love helping people and sharing your knowledge?
  • Do you want to grow your career with a company that rewards your hard work?
  • Do you want to improve your work / life balance and work from the comfort of home?
Join our Transcom family and Work At Home!
  • Competitive salary and bonus plan
  • Benefits - Medical, Dental, Vision, 401(k)
  • Paid Vacation Time
  • 100% REMOTE - Work-at-Home
  • Great Work/Life Balance while developing your career
You’ll be the part of the team to provide senior leadership, triage, and technical support to the technical support team for our client's high-end luxury appliance brand. You'll work closely with the Field Service, Call Center, and Parts teams to ensure new service requests are properly triaged and the authorized services have the best remote support possible for service in the consumer's home.

We’ve got an exciting career opportunity for you, if you can:
  • Effortlessly engage with callers, actively listen, analyze, and isolate issues
  • Comfortably navigate multiple applications to research solutions
  • Multitask in systems while patiently providing step-by-step instructions
  • Calmly provide conflict resolution and navigate frustrated customer situations
  • Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
  • Work in an environment with where you may take a high volume of inbound/outbound calls and emails from field service technicians, dealers, and customers.
  • Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to callers in a high-volume, fast-paced, and sometimes stressful environment

What's In It For You?
  • Position as a Transcom employee (not an independent contractor)
  • Improved Work / Life balance with paid time off (PTO)
  • Health Benefits for you and your family, including: medical, dental, vision
  • 401(k) Investment options with employer match opportunities
  • 100% work at home, including training
  • Ability to develop your skills and grow your career
  • An opportunity to work for a company passionate about people

  • At least 18 years or older
  • High School Diploma, or equivalent
  • Able to successfully pass a criminal background check
  • A minimum of ten(10) to fifteen (15) years of experience in a field service environment, preferably working with appliances
  • Ability to read and interpret a parts schematic and wiring diagram
  • Ability to use and explain a multimeter
  • Ability to perform and explain a sealed repair on a refrigerator/freezer
  • Ability to engage with and facilitate collaboration with virtual and diverse teams
  • Working knowledge of Microsoft Excel, PowerPoint, and Word
  • Ability to work within the Hours of Operation: Monday - Friday 10:00am - 8:00pm ET
  • Able to work a full-time work week 
  • Able to maintain 100% strict adherence to the assigned schedule
  • Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
  • Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
  • Strong computer knowledge, including ability to accurately type at least 30 wpm
  • Excellent English written and verbal communication skills
  • Courteous and friendly with high level of professionalism
  • Willingness to follow procedures and adhere to policies
  • Able to multitask applications while talking to customers on the phone
  • Able to thrive in a fast-paced work environment
  • Able to actively listen to customer needs and demonstrate empathy
  • Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.
  • Experience in a technical support role or troubleshooting technical issues preferred
  • Previous call center and/or work from home experience preferred
  • Experience working in a global parts organization preferred
  • *Must live and work in one of the following states:
    AL, AR, FL, GA, ID, IN, IA, IL, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI, WV
  • Must be available to commit to this Training schedule:
    • October 19 - 20 (9:00am - 6:00pm ET): virtual instructor-led
    • October 23 - 27: onsite in Chicago, IL (Transcom pays for travel)
    • October 30 - November 10 (9:00am - 6:00pm ET): virtual instructor-led and on-the-job training
    • November 13: Begin work schedule that falls between 10:00am - 8:00pm ET

Home Office Requirements

Transcom provides you a computer, monitor, and headset for this position. The computer contains a built-in webcam that is required to be used for training and meetings. 

  • You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift.                               (Conflicting responsibilities may include caring for a family member)    

  • Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet. 

(Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)

  • Your hardwired internet connection must meet the minimum speed requirements: 

    • Minimum download speed 20 Mbps

    • Minimum upload speed 3 Mbps

    • Ping less than 100 ms or less

Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the internet speed assessments during the application. This is a requirement to be considered for this employment opportunity. 

What Life at Transcom is like!
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 60 contact centers across 26 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #10 on their list of the Top 100 companies to watch for remote work in 2023.

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are the voice of our clients. We are Transcom.
We are passionate about people and look forward to meeting you!

Share this job

More jobs like this