Technical Support

About us:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: https://CEF.inc

Job Summary

Technical Support Technician is to provide expert technical assistance for residential home appliances across Canada. This role supports Authorized Service Centers (ASCs), technicians, and internal teams by diagnosing technical issues, recommending repairs, ordering parts, and assisting with rework and warranty-related concerns.

The successful candidate will serve as a key technical resource, ensuring consistent repair quality, reduced repeat service calls, and a high level of customer satisfaction nationwide.

Key Responsibilities

Technical Support

• Provide technical troubleshooting and repair guidance for Midea residential appliances, including but not limited to refrigeration, cooking, laundry, and dishwashers.

• Support Authorized Service Centers and technicians across Canada via phone, email, and service platforms.

• Analyze technical symptoms, error codes, and service history to recommend accurate repair solutions.

• Assist with escalated or complex repair cases and guide rework to prevent repeat failures.

• Support diagnosis of safety-related issues and ensure repairs meet Midea technical standards.

• Review Newly created Service Tickets and assist in canceling and/or triage parts

Parts & Rework Support

• Identify and order correct replacement parts for service repairs.

• Issue warranty and Free-of-Charge (FOC) parts when applicable.

• Support rework cases by reviewing repair attempts and recommending corrective actions.

• Monitor repeat service calls and provide feedback to reduce REDO rates.

Service Center Support

• Serve as a technical liaison for all service centers across Canada.

• Collaborate with field service, warranty, and customer service teams to resolve service issues efficiently.

• Provide clear documentation and technical notes within service systems.

• Support service centers with technical bulletins, updates, and repair best practices.

Quality & Continuous Improvement

• Contribute to continuous improvement initiatives by identifying common failures and repair trends.

• Assist in updating technical documentation and service procedures.

• Ensure compliance with Midea warranty policies and service standards.

Qualifications Required

• 3+ years of technical support or field service experience in residential appliances or a related industry.

• Strong understanding of appliance diagnostics, repair procedures, and electrical/mechanical fundamentals.

• Ability to troubleshoot issues remotely and communicate technical information clearly.

• Excellent verbal and written communication skills.

• Strong organizational and documentation skills.

• Proficiency with service management systems and Microsoft Office tools.

Preferred Skills

• Experience supporting national service networks or multiple service centers.

• Previous hands-on appliance repair experience.

• Knowledge of warranty processes and parts ordering systems.

• Ability to manage multiple cases simultaneously in a fast-paced environment.

• Bilingual (English/French) is a strong asset.