Service and Technical Coordinator

4 days ago

Vaughan, Ontario, Canada Miele Full time

About Miele   
 
What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers. 

Make our claim your challenge - whether in Gütersloh, Melbourne or Singapore Become one of more than 23,000 Miele employees in 50 countries around the  

world who are committed to making our products even better every day - and help us to expand our innovation leadership.

About your workplace

Service and Technical Support Representative, Professional (Bilingual)

Your Responsibilities

  • Take responsibility for all service-related activities, including overseeing service call processes, scheduling service calls, documenting closure of service calls, overseeing independent service providers, confirming installation site preparation and other related duties as assigned.
  • Make outbound calls to customers for the purpose of:
  • Promoting the sales of Preventative Maintenance and Extended Warranty agreements Service contracts and maintenance plans including reaching out to business partners, quoting, and finalizing sales
  • Finalizing installation plans and site readiness
  • Improving the number of responses to field service surveys from both Miele and Service Provider technicians
  • Support service contract sales, including reaching out to business partners, quoting, and finalizing sales
  • Ability to manage 'special projects' while maintaining regular responsibilities
  • Adherence to Miele's core principles, professional appearance and conduct standards.

What we are looking for

  • 2+ years of customer service experience
  • 2+ years of call center experience
  • 2+ years of service call planning experience
  • Experience using CRM systems is an asset
  • ASW/SAP experience preferred
  • Good computer skills with knowledge of Microsoft Office 365 (Excel)
  • Ability to read, write and comprehend instructions, correspondence, and memos in English/French
  • Ability to read and interpret documents such as safety rules, operation and maintenance manuals in English/French
  • Ability to apply concepts of basic math
  • Excellent customer service and communication skills
  • Ability to manage difficult customer situations
  • Ability to multi-task
  • Ability to work independently
  • Self-motivated and dependable.

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