POSITION Appliance Support Specialist LOCATIONOakville, ON
About the Organization
Do you want the excitement of working in an entrepreneurial environment, with the opportunity to improve and build processes and see the benefits of your efforts?
Unique Appliances has a 50+ year history of engineering and manufacturing industry leading appliances with an extensive line up of both off-grid and mainstream appliances.
While demanding excellence, high performance and creativity, Unique also offers a fun, family-oriented work environment and lifestyle. We offer fully paid health and dental benefits after 3-months of employment and three weeks of paid vacation time in your first year.
We are looking to bring on an Appliance Support Specialist to join our growing team.
About the Opportunity:
As an Appliance Support Specialist, you play a crucial role in providing technical assistance and support to customers, clients, and internal teams. You are responsible for troubleshooting and resolving any operational issues, ensuring smooth operations and customer satisfaction. This role requires excellent problem-solving skills, technical knowledge, and strong communication abilities as you will be helping to resolve product technical issues from customers across North America.
You're mechanically inclined and absolutely love troubleshooting. You've got the ability to problem-solve with many options and variables and you possess the utmost patience to assist customers remotely by phone or email. You're flexible and can work well independently or within a small team environment. You're motivated and take initiative to solve issues and you want to excel in your role.
In this position, you will provide technical customer support directly with the consumer and aiding gas fitters in the resolution of product functionality issues on all types of major kitchen appliances which have various types of power sources (such as LP, 110V, 12-24 volt DC). You will also support our Continuous Improvement function. So if you've worked in the Hearth, HVAC, or Appliance field before and can expertly use your knowledge to resolve issues for our clients. If this sounds like you, then we want to hear from you!
You will also complete the following:

• Service Delivery and Quality Assurance: Ensure the timely and efficient delivery of technical support services to customers, meeting or exceeding service level agreements (SLAs) and quality standards. Monitor service metrics and key performance indicators (KPIs) to assess performance and take proactive measures to address any gaps or issues
• Service Network Relationship Management: Build and maintain strong relationships with 3rd party service providers/network. Act as the main point of contact for customer escalations, complaints, or complex service inquiries. Resolve customer issues promptly, ensuring a high level of customer satisfaction
• Onboarding Strategy and Planning: Develop and implement a comprehensive onboarding strategy to effectively introduce and integrate customers with service information and tools for newly onboarded SKU's. Collaborate with cross-functional teams, such as product development and customer service to align onboarding processes and objectives
• Supporting Product Development: Document product manufacturing specifications, quality control concerns and factory testing requirements, creating and maintaining user manuals and participating in Continuous Improvement (CI) activities and meetings to enhance the product at the manufacturing level
• In a support function, help respond to customer's telephone and e-mail queries regarding routine technical issues in a timely, friendly, professional manner
• Follow ups as required with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction
• Complete warranty replacement forms and all paperwork to support this function
• Complete required warranty parts orders
• Follows and ensures workplace operating and environmental, health and safety procedures and guidelines compliance
• Hands-on involvement in the refurbishment of returned appliances within the warehouse, gaining in-depth knowledge of product assembly and operation to enhance training development, ultimately improving the customer experience
• Resolve National Account disputes while adhering to allowance guidelines established for each account

What we are looking for:‪

• High school diploma or equivalent required; Post-secondary degree or diploma in a relevant field is preferred.
• Knowledge of manufacturing processes, material selections and product testing
• Strong technical knowledge of computer systems, MS Office, CRM software and vendor portals
• Previous experience providing customer support over the phone and by email is preferred
• Problem solving skills with the initiative to investigate, prioritize and resolve situations independently.
• Customer-oriented mindset with a focus on delivering exceptional service
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals
• Desire to become a leader within their own position
• Mechanically inclined with strong troubleshooting skills
• Highly organized with the ability to prioritize and manage multiple tasks effectively
• Ability to work independently and collaboratively in a fast-paced environment
• Certifications or additional training in relevant technologies or products are a plus

• Bilingualism (English/French) is an asset but not required

This unique blend of hard AND soft skills will be critical to helping Unique bridge where we're coming from with where we're going. Unique is a small company with inner bigness. We're that ideal company you read about but can't find. If this position and our company culture get you excited, and you feel you'll be an asset to our team, then we look forward to hearing from you!
Please inform us if you require any accommodations during the hiring process. Please note that only those candidates selected for an interview will be contacted.

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