Lead Field Service Technician

Lead Field Service Technician - High End AppliancesLocation: United States, Work at homeJob category: Technical Support AgentLanguage: EnglishHave 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 HomeCompetitive salary and bonus planBenefits - Medical, Dental, Vision, 401(k)Paid Vacation Time100% REMOTE - Work-at-HomeGreat Work/Life Balance while developing your careerYou'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 issuesComfortably navigate multiple applications to research solutionsMultitask in systems while patiently providing step-by-step instructionsCalmly provide conflict resolution and navigate frustrated customer situationsWork 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 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 environmentWhat'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, vision401(k) Investment options with employer match opportunities100% work at home, including trainingAbility to develop your skills and grow your careerAn opportunity to work for a company passionate about peopleRequirementsAt least 18 years or olderHigh School Diploma, or equivalentAble to successfully pass a criminal background checkA minimum of ten (10) to fifteen (15) years of experience in a field service environment preferred, preferably working with appliancesAbility to read and interpret a parts schematic and wiring diagramAbility to use and explain a multimeterAbility to perform and explain a sealed repair on a refrigerator/freezerAbility to engage with and facilitate collaboration with virtual and diverse teamsWorking knowledge of Microsoft Excel, PowerPoint, and WordMust be available to travel for one week to Chicago, Illinois to attend training in person.Ability to work within the Hours of Operation: Monday - Friday 10:00am - 8:00pm ETAble to work a full-time work weekAble to maintain 100% strict adherence to the assigned scheduleAble 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 scheduleStrong computer knowledge, including ability to accurately type at least 30 wpmExcellent English written and verbal communication skillsCourteous and friendly with high level of professionalismWillingness to follow procedures and adhere to policiesAble to multitask applications while talking to customers on the phoneAble to thrive in a fast-paced work environmentAble to actively listen to customer needs and demonstrate empathyAbility 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 preferredPrevious call center and/or work from home experience preferredExperience working in a global parts organization preferredMust 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, WVHome Office RequirementsTranscom 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 MbpsMinimum upload speed 3 MbpsPing less than 100 ms or lessAlthough 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 likeTranscom 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 90 contact centers across 28 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 #8 on their list of the Top 100 companies to watch for remote work in 2025.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

Created: 2026-01-05