Technical Manager - Networked Appliances

Company: Miele
Location: Princeton
Posted on: March 17, 2023

Job Description:

It's a good time to be with Miele! -




Job Purpose
The Technical Manager of Networked Appliances is accountable for all support and service issues regarding Miele networked appliances for the United States market. The position will work with the service network and factories to initiate/support investigations and/or analysis of service observations, data and customer feedbacks to identify areas for enhancements to Miele networked appliances. Provide local technical support for Contact Center, Service Network and Service Support Staff. -
Key Responsibilities

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• Provide business data about support queries from countries to headquarters
  
• Be the contact person for Customer Service International regarding all networked appliance related issues in the sales subsidiary
  
• Support technical training regarding networked appliances for Field Service and Contact Center
  
• Technical support in service regarding networked appliances
  
• Provide information from Customer Service International to service organization in sales subsidiary, e.g., information on innovations, modifications, limitations, compatibility, system integration, etc. -
  
• Document and simulate faults / complex queries for Customer Service International 2nd level support via Bulletin Board system
  
• Answer queries from system integration, people implementing projects, and tech-saavy customers, and clarify new questions with Customer Service International and document them to share with the service team
  
• Support complex pilot installations / sales subsidiary projects with series components
  
• Go to person for technical translation and approval of technical documentation
  
• Check Call Assistance information regarding process and materials used
  
• Report missing Call Assistance information
  
  Qualifications
  
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  • Bachelor's degree in engineering or engineering technology, Technical/Electrical education, or equivalent education
    
  • Minimum 5+ years experience in supporting the set-up and servicing of connected household appliances or electronics
    
  • Experience with the installations and support Smart Home technologies
    
  • Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels to obtain critical project decisions
    
  • Analytical thinking and problem solving. Experience with Six Sigma, Kaizen or other quality processes a plus
    
  • Ability to organize and prioritize tasks
    
  • Project management skills
    
  • Proficiency in MS Office
    
  • Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
    
  • German language is an asset
    
    Working Conditions
    
    • 
      
    • Position is based in a Miele office and requires the Technical Manager to work out of a Miele office 2-3 days a week
      
    • Generally, work around equipment and machinery
      
    • May have exposure to dust, gas, fumes or chemicals
      
    • Travel, at approximately 20%, is often necessary in this role and will be a requirement of the position with occasional travel to other Miele business locations including Germany and Canada
      
      Physical Requirements
      
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      • Ability to work within an office environment
        
      • Ability to lift and transport parts and products weighing up to 30 lbs.
        
        
        
        
        Why you might like working here:
        
        • 
          
        • You love autonomy and the accountability for results
          
        • You like working for a family run company, market leader in the premium domestic appliance.
          
        • You like working for a company that believes in the aspiration to do - it forever better and to be forever better
          
        • A competitive compensation package
          
        • 100% covered Life and long-term disability insurance
          
        • Wellness discounts on medical premiums
          
        • 401k with company match
          
        • Generous Employee Purchase program
          
        • Wellness and volunteer Programs
          
        • Engaging Employee Activities
          
          ABOUT MIELE
          What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine 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 at entry levels or managers. -
          Miele asks a lot of its employees. - They are expected to develop and manufacture worldwide market premium products that are 'Immer Besser'. - In return, they receive the most valuable thing Miele can give them: that they themselves become 'Immer Besser' - in all of their professional and personal abilities. - -
          'Immer Besser' is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. - We call this principle 'MAKE IT BETTER. - BE BETTER'. -
          - - -Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. - EOE/AA:M/F/D/V
          
          
          

Keywords: Miele, Trenton , Technical Manager - Networked Appliances, Executive , Princeton, New Jersey