Service Support Specialist
Consumer & Customer Care
Full Time
Charlotte, North Carolina

This role is responsible for supporting Electrolux Professional Field Service Managers, Authorized Service Agents, Distributors, Dealers and Customers of Electrolux Professional and Kelvinator Commercial equipment. Ensuring a positive user experience through coordinating successful product installations and start-ups along with knowledgeable technical phone support and identifying service sales opportunities are key to this position.


  • Technical phone support in conjunction with the Service Support Specialist team, either 8am-5pm or 9am-6pm
  • Identify and communicate failure trends for reporting to Global Quality
  • After-hours technical support in rotation with Service Support Specialists and Field Service Managers
  • Monitor all after sales shared email boxes and handle issues in a timely manner
  • Troubleshoot returned products and identify root cause of missed field repair opportunity
  • Review and assess sales orders for potential service sales opportunities and installation requirements
  • Proactively follow up with Sales on missed opportunities
  • Identify, communicate and follow up on Service Sales opportunities
  • Liaise with Sales, Customer Service, Reps, Dealers, Customers and Authorized Service Agents to coordinate product installation and product start-ups
  • Triage calls from end users, determine need for parts and ship if required, dispatch local Authorized
  • Service Agent with follow up from initiation to resolution with Customer and Authorized Service Agent
  • Ownership of key accounts as assigned to be the customers main point of after sales contact
  • Adhering to all company policies and procedures; ensuring that all safety rules, regulations, and practices are followed
  • Maintaining excellent communications with all stakeholders
  • Maintaining the company’s reputation through the exercise of sound, ethical business practices in all relations with employees, partners, customers, suppliers and the public
  • Perform other duties as assigned

Minimum Qualification

  • Minimum three years of experience in a field service and/or product support position preferred
  • Knowledge of MS Office products specifically Word, Excel and Power Point are required
  • Licensing Requirements: must hold a valid Driver’s License


  • Ability to read and interpret documents such as exploded parts diagrams, schematics and wiring and piping diagrams.
  • Excellent written communication skills
  • Ability to speak effectively with customers or company employees
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Intense passion to satisfy the customer
  • Highly motivated and goal oriented
  • Strong organizational skills with attention to detail