Appliance Parts Triage & Pre-Diagnosis Specialist

Benefits

• 401(k)
• 401(k) matching
• Company parties
• Competitive salary
• Flexible schedule
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

Remote or In-Person | Experienced Appliance Repair Professional

Santa Cruz Appliance is looking for an experienced appliance repair professional to join our team in a Parts Triage & Pre-Diagnosis Specialist role.

This is not an entry-level parts position. We are looking for someone who has spent significant time diagnosing and repairing residential appliances and can use that experience to help our field technicians arrive at jobs better prepared.

The ideal candidate may be a current or former appliance repair technician who has extensive field experience but is looking to transition away from the physical demands of running service calls. If you know appliances and appliance repair inside and out, but no longer want to spend your days driving, moving machines, pulling dryers apart, or working behind refrigerators, this could be an excellent next step.

This position can potentially be performed remotely or in person, depending on experience, location, and qualifications.

Your primary responsibility will be reviewing upcoming service calls, pre-diagnosing them when appropriate, identifying likely parts needed, and ordering those parts before the technician arrives.

• Review customer complaints and service histories for upcoming repair appointments.
• Use appliance model numbers, parts diagrams, service information, technical documentation, and your own repair experience to identify likely causes of reported failures.
• Determine which parts should reasonably be pre-ordered for an upcoming service call.
• Look up and identify correct OEM part numbers using manufacturer and distributor resources.
• Order parts from appropriate suppliers and verify availability.
• Review prior service history when applicable to help identify repeat failures or relevant previous repairs.
• Contact customers by phone, text, or email before their appointment when additional information is needed.
• Ask customers targeted diagnostic questions to narrow down the problem before the technician arrives.
• Request additional information when useful, such as error codes, photos, videos, symptoms, or details about when the problem occurs.
• Distinguish between situations where pre-ordering a part makes sense and situations where the technician should diagnose the appliance first.
• Avoid unnecessary parts cannon ordering by using sound diagnostic judgment.
• Communicate useful pre-diagnosis notes and likely failure points to the assigned technician.
• Verify part compatibility using complete model and serial information when necessary.
• Identify superseded or substituted part numbers.
• Help technicians with difficult parts lookups and technical questions.
• Work with our office and field technicians to improve first-call completion rates and reduce unnecessary return trips.

We are primarily interested in candidates with real-world appliance repair experience.

An ideal candidate might be someone who has spent many years as an appliance technician and has reached a point where they would prefer to use their knowledge in a less physically demanding position.

You may be an excellent fit if:

• You have several years of hands-on residential appliance repair experience.
• You have strong diagnostic knowledge of refrigerators, washers, dryers, dishwashers, ranges, ovens, and other major household appliances.
• You can read a customer complaint and quickly develop a short list of likely causes.
• You understand common appliance failure patterns and know which parts are appropriate to pre-order—and which aren't.
• You are comfortable navigating exploded-view diagrams and manufacturer parts breakdowns.
• You can accurately identify parts using model numbers.
• You understand that some model numbers require serial-number or engineering-code verification.
• You are comfortable calling customers and asking diagnostic questions.
• You can communicate technical information clearly to technicians and office staff.
• You are organized and capable of managing a large number of upcoming service calls without letting details fall through the cracks.
• You are comfortable working with computers, web-based parts distributors, email, messaging, and service software.

Experience servicing multiple major appliance brands is strongly preferred,…