Technical Support Administrator

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 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