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:
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Provide technical telephone and e-mail support to dealers, technicians, and piano owners
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Troubleshoot technical obstacles and provide appropriate guidance for a resolution
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Accurately determine factory warranty authorizations for field repair or replacement
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Administer warranty claim costs, generate reports and communicate with production staff on trends
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Provide historical piano information and answer general information inquiries
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Assist with factory tours
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Other duties as required to support department and company initiatives.
Requirements:
- Experience and deep knowledge in servicing Steinway & Sons pianos, including Spirio, is required.
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Excellent customer service skills
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Strong verbal and written communication skills
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Strong interpersonal and conflict resolution skills
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Ability to determine customer needs and provide appropriate solutions
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Knowledge of SPIRIO design and service to effectively communicate with field service personnel
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Experience with Microsoft Office (Access, Excel, Word, Outlook)
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Organizational skills with the ability to work as part of a team
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Previous piano service training or employment with Steinway in piano service is a plus
