Technical Support Administrator

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.

Requirements:

Experience in servicing Steinway & Sons pianos, and SPIRIO 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