The Technical Support Specialist is responsible for providing technical assistance to Dealers, Miele Service Partners (MSP), and internal stakeholders, with a primary focus on Miele residential appliances and secondary support for floorcare products. This role supports accurate diagnostics, effective repairs, and the timely selection and ordering of parts and accessories. The Specialist works closely with Product Support and Residential Service to identify product, process, and technician improvement opportunities while delivering accurate, responsive, and professional support.
Your Responsibilities
- Serve as a technical resource in resolving technician issues by applying strong product and process knowledge to drive effective, efficient, and long-term solutions.
- Instruct technicians on the proper use of Miele diagnostic tools, software, and service procedures.
- Maintain current technical knowledge of Miele residential appliances, while building and maintaining working knowledge of Miele vacuum and floorcare products.
- Support the implementation of new Miele products, technologies, and service processes.
- Partner with Product Support to identify product quality issues and communicate service solutions to Miele and Service Partner technicians.
- Partner with Residential Service to identify training, process, and technician capability improvement opportunities.
- Assist Miele Service Partners and consumers with the selection and ordering of parts and accessories.
- Maintain in-depth knowledge of products, pricing, services, and applicable policies.
- Verify data and create/edit work orders and sales orders in accordance with company guidelines and processes.
- Inform customers and partners of changes to order expectations, part availability, and service-related updates.
- Establish, maintain, and update files, records, and documentation with a high degree of accuracy.
- Investigate and respond to interdepartmental and customer inquiries in a timely and professional manner.
- Meet quality, productivity, turnaround time, and other departmental performance expectations.
- Contribute to department growth by improving processes, documentation, metrics, training support, and quality practices.
- Handle confidential information relating to finance, legal, sales, and operations with discretion.
What We're Looking For
- High school diploma or GED required.
- Combination of education and 5-7 years of relevant experience in residential appliance repair required; field-based experience preferred.
- Vacuum/floorcare experience preferred.
- Experience with Miele products is a plus.
- Experience with call center, CRM, ERP, telephony, or related business systems preferred.
- Strong working knowledge of electricity, electronics, networking, refrigeration, and mechanical troubleshooting principles.
- Demonstrated excellence in written and verbal communication with internal and external customers.
- Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
- Strong attention to detail, organization, and accuracy.
- Ability to work independently and collaboratively in a fast-paced environment.
- Ability to manage multiple priorities and deliver timely, accurate resolutions.
Working Conditions
- Limited travel may be required for training (less than 10%).
Physical Requirements
- Ability to work within an office environment.
The salary range for this position is $45,000 to $60,000 annually plus bonus. This range is a guideline and may not reflect your exact offer. Factors that will be considered when extending an offer include but are not limited to education experience, relevant skills, and alignment with market data.
Benefits
- Comprehensive health, dental and vision insurance
- Wellness discounts on medical premiums
- 100% covered life and long-term disability insurance
- 401k with company match
- PTO + holidays
- Discounted gym membership
- Generous Employee Purchase Program
- Wellness and volunteer programs
Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V
