This role in summary

Whirlpool is currently seeking qualified candidates for Master Tech-Line Virtual Appliance Technician (Remote). This role will be located in Canada.

This role will be responsible for providing a differentiated service experience where technical support is provided in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances. Work is completed through multi-channel interactions including voice, chat, email, and video calls while achieving all quality and interaction objectives. The Senior Representative is also responsible for cross-functional communication and collaboration to create the desired customer experience.

Your responsibilities will include

• 
  Reading and understanding wiring diagrams, tech sheets, and technical literature 
• Provide technical support using multi-channel interactions in the installation, diagnosis, and repair of Whirlpool’s family of brands of major appliances 
• Provide detailed information on new or emerging issues to Quality and Engineering teams 
• Identify and communicate business and content gaps for continuous improvement efforts 
• Bilingual Canadian French and English
• Work for extended periods of time at a desk 
• Converse using a headset. A headset will be provided to you. 
• Learn through direct instruction and self-study 
• Handle company confidential information 
• Schedules may include a set shift between the hours of 8 am - 8 pm in your own time zone
• You can work this job remotely from anywhere in the US 
• Provide an in‐home office environment that is ergonomic, comfortable, and in its own space separate from the living space
• Provide office equipment other than the PC (desk, chair, lighting) 
• Working cell phone that can use for multi-factor authentication, either using the okta app or SMS text
• Provide a quiet environment during work hours with no distractions
• Cable or DSL internet service must be available in your area with a 12 mpbs download and 2 mbps upload. Satellite service is not acceptable. WI-FI is not acceptable. A wired ethernet cable connection is required

Minimum requirements

• High School Diploma or GED
• 3+ years appliance repair experience
• 2+ years of technical support experience in one or more of the following areas: electrical, thermodynamic or mechanical operations for major appliance diagnostics and repairs

Preferred skills and experiences

• Some experience with installation, diagnostics, or repairs of Major Appliances 
• Trade School or Associates Degree in Mechanical, Electrical, or Automotive Engineering 
• Excellent communication (oral and written) and organizational skills 
• A basic understanding of how to leverage numerous and different technologies 
• Customer Service Experience and/or Call Center Operations 
• Knowledge of continuous improvement and/or lean principles 

The anticipated salary range for this position is $73,000 to 92,000 + Annual Bonus. Final compensation within this range will be determined based on several factors, including the candidate’s relevant skills, professional experience, and specific educational background and certifications.

What we offer

Permanent Employees enjoy leading edge benefit programs that allows for choice and flexibility to meet the needs of our diverse workforce. Whirlpool offers a unique opportunity to become your best through cross-functional involvement, challenging work, coaching and feedback, recognition, best-in-class total rewards, and personal growth and career development.
 

• Flexible Benefits (including Healthcare Expense and Wellness accounts, Income Protection - LTD, AD&D, Life Insurance) 

• Parental Top Up Plan 

• Family Building Support Benefit

• Whirlpool Additional Designated Holidays (2 extra company paid holidays) 

• Employee Assistance Program 

• Retiree benefits, Savings Plans, Defined Contribution Pension Plan 

• Employee Discount

• Eligible for annual bonus

Additional information

Whirlpool’s Ways of Working
Our goal is to provide an environment that helps you bring your best to Whirlpool every day. We offer flexibility and industry-leading time-off benefits that will help you balance what’s important at work and at home, including:

• Always On Flexibility - You will have the autonomy to manage personal, family, and outside-of-work commitments as needed.
• Two-Week Work from Anywhere - Minimum of one-week increments for a total of two weeks per year.
• Sabbatical - Four weeks paid leave after every five years of service.