Jobs and Careers at SMEG

Field Service Support

Location: Kearny, NJ — minimum 3 days per week on site
Employment Classification: Full-time Regular Employee / Exempt
Reports To: National Service Manager
Salary Range: $70,000 – $80,000
Bonus: Discretionary, annual

Job Purpose

We are seeking a motivated Field Service Support professional to join our Service team. This role is responsible for assisting with product inquiries, troubleshooting, service dispatch, warranty claims, return authorizations, order status updates, and general support related to our appliances for dealers, end users, and our service network.

The ideal candidate is technically experienced, empathetic, detail-oriented, and skilled at resolving issues efficiently while delivering a positive customer experience.

Key Responsibilities

• Respond to product diagnostic and support inquiries via phone, email, chat, and/or social media in a timely and professional manner

• Provide product information, including features, specifications, installation guidance, and maintenance instructions

• Process customer resolution requests, including return authorizations, refunds, and dealer credits when applicable

• Process service requests through dispatch and assist the service network with parts orders, troubleshooting, and technical documentation, including bulletins and manuals

• Maintain accurate records of customer interactions in CRM systems

• Escalate complex or unresolved issues to the appropriate escalation points as clearly defined in standard operating procedures

• Follow up with customers to ensure resolution and satisfaction

• Assist call center operations, including customer escalations, logistical/supply chain concerns, and training for systems and processes

• Ensure compliance with company policies and procedures, including data privacy and security requirements

• Update multiple systems of record with accurate information regarding products, issues, and resolutions

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred

• 3–5 years of technical field service experience or administrative support experience required

• Manufacturing or appliance industry experience preferred

• Strong verbal and written communication skills

• Proficiency in Microsoft Office and CRM systems

• Ability to handle high call volumes, de-escalate customer concerns, and multitask effectively

• Strong problem-solving skills and attention to detail

Key Competencies

• Appliance service and installation knowledge

• Customer-focused mindset

• Patience and empathy

• Conflict resolution skills

• Time management and organization

• Team collaboration

Working Conditions

• Hybrid work environment offered, with at least 3 days per week requested at the Kearny, NJ office

• Ability to sit for extended periods and use a computer and phone

• Ability to work with parts shipments, including routing parts from suppliers to end users in certain escalated circumstances

Benefits

• Competitive base salary

• Discretionary annual bonus

• 401(k) plan with company match

• Health, dental, and vision insurance

• Paid time off, holidays, and sick leave

• Flexible Spending Account

• Paid parental leave

• Employee discount on company products