Triage Technician (HA/TV)

About the job Triage Technician (HA/TV)

About

U

s:

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: www.CEF.inc

Job Description:

We are seeking experienced

Triage Technicians

to provide advanced remote technical support for field service operations. This role focuses on diagnosing issues, guiding technicians through repair procedures, and ensuring efficient resolution without direct physical intervention.

Candidates will be aligned to either:

Home Appliance (HA) Triage
TV (Television) Triage
Key Responsibilities

:

Diagnose and troubleshoot product issues remotely via phone, email, or support systems
Guide field technicians on repair procedures, parts, and escalation decisions
Leverage prior hands-on repair experience to provide accurate technical direction
Coordinate with engineering/service teams to stay updated on repair protocols
Document cases, resolutions, and technical insights in CRM/ticketing systems
Support multiple concurrent cases while maintaining service quality standards
Ensure adherence to SLA, response time, and customer satisfaction targets
Core Requirements (All Candidates)

:

Minimum 5 years of field repair experience
Strong troubleshooting and diagnostic capability
Ability to clearly communicate technical instructions remotely
Experience with CRM/ticketing tools and service workflows
High level of organization and multitasking ability
Legally authorized to work in the U.S.
Track-Specific Requirements

:

Home Appliance (HA) Triage Technician

Experience repairing major home appliances (e.g., refrigerators, washers, dryers, ovens)
Certification in home appliance repair preferred
Experience with R600 refrigeration systems strongly preferred
Strong knowledge of mechanical and electrical components in household appliances
TV (Television) Triage Technician

Experience repairing TVs (LED, OLED, QLED, Smart TVs)
Strong understanding of:
Panel/display issues (backlight, dead pixels, burn-in)
Main board / power board diagnostics
Firmware / software troubleshooting
Ability to guide field technicians on module-level replacement (panel, boards, PSU)
Experience with major TV brands (Samsung, LG, etc.) preferred
Familiarity with service modes, firmware updates, and diagnostic tools
Preferred Qualifications

:

Prior experience in remote support / call center / technical support environment
Experience supporting field technicians
Familiarity with warranty processes and service operations

Work Location:

Remote (U.S. based)
Optional Office:

Fort Lee, NJ (if within proximity)