Master Service Technician

For generations, Whirlpool Corporation has been helping people make the most of time so they can focus on what really matters their families and their lives. “There is no right way to do a wrong thing” has guided everything we do, and for generations to come, we will sustain our commitment to make each experience an extraordinary one.

The Master Technician will professionally advise, counsel, and provide feedback, to technicians, and internal customers, over the phone, computer, and email, on proper diagnosis and repair procedures for all Whirlpool brands of appliances.

* Over the phone, provide high quality technical assistance and direction to the service trade partner technicians while they are in the consumer’s home * Track and Document thorough information in eCRM-SAP. Report issues through the Service Matters feedback tab when information is incorrect or missing * Create and submit highly detailed product reports to Product Leads * Training and independent study to maintain up to date technical knowledge. * Create and submit Lead Review reports to the product leads. * Update and record timecards, performance evaluations, and other required administrative processes.

**Minimum Requirements** * High School Diploma / or equivalent (G.E.D.). Technical School or Specialized training is a plus. * 10 years of Appliance repair experience or equivalent training. Basic computer skills. Excellent customer relations and problem solving skills. * Knowledge and experience in service procedure and diagnostic process for the full line of Whirlpool products that we serve. **Preferred Requirements** * Specialized Skills (e.g., typing, computers, software, tools and equipment uses, etc.). * Knowledge of product diagnostics and service for all major product categories. * Read and understand service manuals and wiring diagrams. * Ability to operate Windows based computer software and applications with moderate to advanced skill level. * Working knowledge of LAN operation to troubleshoot basic internet connection issues. * Excellent professional level communication skills. * Ability to be trained on and apply new information on product, systems, and processes. * Highly skilled in self-assessment and proactive problem resolution and continuous improvement.