Field Service Support

We are seeking a motivated Field Service Support professional to join our Service team. This role is responsible for assisting with product inquiries, troubleshooting, service dispatch, warranty claims, return authorizations, order status updates, and general support related to our appliances for our dealers, end users, and service network. The ideal candidate is technically experienced, empathetic, detail-oriented, and skilled at resolving issues efficiently while delivering a positive customer experience.

• Respond to inquiries regarding product diagnostics and support via phone, email, chat, and/or social media in a timely and professional manner
• Provide product information, including features, specifications, installation guidance, and maintenance instructions
• Process customer resolution end points like return authorizations, refunds and dealer credits when applicable
• Process service requests through dispatch, and assist network with parts orders, troubleshooting, and technical documentation (bulletins, manuals etc.)
• Maintain accurate records of customer interactions in CRM systems
• Escalate complex or unresolved issues to appropriate escalation points clearly defined in standard operating procedures
• Follow up with customers to ensure resolution and satisfaction
• Provide assistance to call center operations including but not limited to customer escalations, logistical/supply chain concerns and training for systems and processes
• Ensure compliance with company policies and procedures, including data privacy and security

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
• 3–5 years of technical field service experience or admin functions (manufacturing or appliance industry preferred)
• Strong verbal and written communication skills
• Proficiency in Microsoft Office and CRM systems
• Ability to handle high call volumes, de‑escalation and multitask effectively
• Strong problem‑solving skills and attention to detail
• Ability to update multiple systems of record with accurate information regarding products, issues and resolutions
• Appliance Service/Installation
• Customer‑focused mindset
• Patience and empathy
• Time management and organization
• Team collaboration

• Hybrid work environment offered. At least 3 days at the Kearny, NJ office are requested.
• Ability to sit for extended periods and use a computer and phone
• Ability to work with parts shipments routing them from supplier to end user for some escalated circumstances