Remote Software Technical Writer Jobs in Selma, CA

ABOUT THE COMPANY

Bertazzoni is a sixth-generation, Italian family-owned appliance brand that has designed and manufactured premium kitchen appliances since 1882. In North America, Bertazzoni imports, distributes, and supports its products through a network of authorized dealers and service providers, and is actively growing its internal service capability.

ROLE OVERVIEW

This role owns technical service and training for Bertazzoni's authorized service network across the West territory, covering roughly half the country alongside a counterpart Technical Service and Training Manager based in the East. There are no direct reports: leadership here is indirect, built through influence, trust, and relationship management with independent service companies rather than formal authority. Time is split across four areas: technical support by phone/video (roughly 40-50%), field service (10-20%), service network management (about 20%), and training and installation support (about 10%). A current Field Service or Technical Service Manager title is not required; a strong senior technician or technical trainer with the assertiveness and communication skills to lead without formal authority is also a strong fit.

KEY RESPONSIBILITIES

• Staff Bertazzoni's inbound technical support line during business hours, fielding calls from authorized service providers across the West territory
• Diagnose appliance issues remotely using symptom descriptions, photos, and video calls with on-site technicians, resolving as many cases as possible without a site visit
• Identify correct parts and provide step-by-step repair guidance before escalating to an on-site visit
• Handle escalated customer service calls that require technical expertise, coordinating with Bertazzoni's customer care team and leadership as needed
• Maintain call logs and case notes in Bertazzoni's CRM system (HubSpot)
• Perform on-site diagnosis and repair of Bertazzoni appliances (ranges, ovens, cooktops, refrigeration, dishwashers, ventilation) when remote resolution isn't sufficient
• Handle high-complexity repair cases that authorized service providers are unable to resolve independently
• Conduct customer education visits to help customers get the most from their Bertazzoni appliances
• Build relationships with, and provide hands-on training to, Bertazzoni's authorized service providers across the West territory
• Negotiate service call rates and influence independent servicers to follow Bertazzoni's process and quality standards
• Evaluate authorized service provider performance against quality, responsiveness, and repair-completion standards, and share structured feedback on recurring failure patterns and parts availability
• Recommend service network structure, staffing, and process improvements to BNA leadership, supporting the broader West territory service strategy
• Design and deliver structured training programs for the West servicer network, including written guides, video walkthroughs, and hands-on workshops
• Support major builder and developer project installations in the West, working alongside contracted installation teams on large multi-unit projects
• Available for occasional emergency product deliveries or parts runs to critical job sites

QUALIFICATIONS & EXPERIENCE

• 3+ years of hands-on field service or technical troubleshooting experience with major home appliances, or equivalent experience in an adjacent field such as HVAC, sealed systems, or commercial appliance repair
• Strong remote diagnosis skills, able to guide another technician to resolution over the phone or video
• Experience with gas and electric/induction cooking appliances
• Clear, confident communicator, comfortable on the phone with both technicians and end customers, including escalated calls
• Comfortable leading and influencing independent service partners without formal authority over them
• Based in California, Arizona, Texas, or Utah, ideally near a major metro; other West Coast or Southwest locations considered
• Valid driver's license and ability to meet driving requirements for the role
• Ability to exercise independent judgment and discretion in evaluating technical issues, training needs, and service provider performance

PREFERRED QUALIFICATIONS

• Experience with premium or luxury European appliance brands
• Prior experience holding a Field Service Manager or Technical Service Manager title (not required; strong senior technicians or technical trainers are encouraged to apply)
• Familiarity with CRM or service ticketing platforms for logging and documenting service activity
• Prior experience training or mentoring other technicians
• Access to a vehicle for field work (a monthly vehicle allowance is provided)

COMPENSATION & BENEFITS

• Competitive salary commensurate with experience
• Individual bonus target of 10%, tied to goals set at the start of the period (program expected to launch in 2027)
• Vehicle allowance of $800/month, plus fuel expensed separately for work-related driving
• Cell phone allowance of $75/month
• Two weeks of vacation, plus 10 holidays (9 recognized, 1 floating)
• Standard travel and expense policy covering reasonable meals and hotel costs, reimbursed as incurred
• Health, dental, vision, and 401(k) benefits
• Salaried, exempt position

TRAVEL

Heavy travel during the first three to six months of onboarding, including hands-on training with the team and a trip to Italy. After ramp-up, travel settles to roughly 25-33%, mostly overnight, concentrated on the West Coast where escalated issues or major projects arise, with occasional international travel to Bertazzoni's headquarters in Italy for training.

At Quanta we dedicate all of our attention to the Human Capital. We’re a recruiting and HR consulting firm specializing in connecting employers nationwide with the most qualified talent across a variety of industries and business functions.

Our primary focus is on North American and Italian clients and we provide a complete suite of HR solutions, including Executive & Management Search, HR Consulting, and Flexible Staffing.

We are a team of people with international backgrounds, different expertise and seniority. We were brought together by our common passion in the key element that makes any organization possible: the human element.

We are passionate about what we do and enjoy and have fun doing it. Our approach is very personable and we obsess over one constant: uncompromising quality.