Senior Appliance Technician Lead

Our expanding client who is in the Appliance space for HNW clients is in need of a Senior Technician Lead professional who possesses experience across technical support, appliance service, field operations, customer service, and service-team leadership. You should have strong hands-on expertise in diagnosing and resolving mechanical, electrical, electronic, and appliance-related issues. Experienced in supporting technicians and service organizations, analyzing field issues, identifying root causes, coordinating technical escalations and collaborating with Quality, Parts, Service, Training, Sales, and other cross-functional requirements.

Provide customer service and feedback to the clients ensuring positive problem solving for existing and/or after service care.

Investigate field-reported issues to identify root causes, recurring problems, technical trends, and opportunities for service.

Qualifications

- 5+ years' high end/luxury appliance repair experience.
- Troubleshoot minor issues in real time and/or dispatch a field technician to the client’s location.
- Provide phone support to technicians while they are on site.
- Comfortable with providing support with responding to emails, and over the phone.
- Provide support to the sales and administrative team for questions related to the technical aspects of the product.
- Maintain an updated CRM in conjunction with the Sales Manager.
- Maintain an up-to-date inventory of parts.




- Update and develop the existing library of technical documentation.
- Liaise with Sales team when new technical features are introduced.
- Strong computer literacy — comfortable creating documents, editing PDFs, building presentations and manuals from scratch; organizing files/folders in a shared drive environment.
- Comfortable learning current software tools and ticketing/CRM systems
- Knowledge of CAD programs
- An Asset if have experience with commercial or high-end/luxury kitchen equipment
- An asset if have Gas licence. If not client will pay to obtain.
- Eventual growth into Global Technician Manager.

Notes

- The duties of this job include physical activities such as stooping, kneeling, standing, reaching, walking, lifting (25kg occasionally) gripping, pushing/pulling, talking, hearing/listening, seeing/observing, and repetitive motions
- Full time onsite office hours are required.
- Experience with high-end customer service and possess a strong communication with customers/clients.
- Strong written and verbal communication skills — able to explain technical issues clearly to non-technical customers and discuss.
- Work will require frequent Local travel within GTA and up north, National travel (Montreal, Vancouver; 2-3 days every 3 months) and International travel (1x per year)
- Must have a valid driver’s license

Language Skills

- Bilingual - English/French - an asset

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📌 Luxury Appliance Technician Lead (Toronto)
🏢 ARES Staffing Solutions
📍 Toronto