Piano Technical Support Administrator
Job Description
Job Description
Description:
Position Summary:
This Technical Support Administrator will provide technical assistance and support to dealers, piano technicians and customers owning Steinway family of pianos, including Steinway & Sons, Spirio, Boston and Essex. This role requires a highly organized, detailed individual with strong communication and problem-solving skills that can effectively resolve technical issues and represent the Steinway & Sons brands of pianos.
Main Responsibilities :
- Provide technical telephone and e-mail support to dealers, technicians, and piano owners
- Troubleshoot technical obstacles and provide appropriate guidance for a resolution
- Accurately determine factory warranty authorizations for field repair or replacement
- Administer warranty claim costs, generate reports and communicate with production staff on trends
- Provide historical piano information and answer general information inquiries
- Assist with factory tours
- Other duties as required to support department and company initiatives.
- Experience and deep knowledge in servicing Steinway & Sons pianos, including Spirio, is required.
- Excellent customer service skills
- Strong verbal and written communication skills
- Strong interpersonal and conflict resolution skills
- Ability to determine customer needs and provide appropriate solutions
- Knowledge of SPIRIO design and service to effectively communicate with field service personnel
- Experience with Microsoft Office (Access, Excel, Word, Outlook)
- Organizational skills with the ability to work as part of a team
- Previous piano service training or employment with Steinway in piano service is a plus
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