We are very careful about who we hire, because our customers deserve the right people coming into their homes and working on their Sub-Zero, Wolf, and Cove appliances.
We leave nothing to chance by hiring reputable candidates we know are capable of impeccable customer service. We then invest our time and dedication, often up to a year, to train them to our rigorous standards in a process we call the American Appliance University. We even make it a priority to get the technician out to the Sub-Zero, Wolf, and Cove factory in Madison, WI to learn more about the products they will be servicing. By the time they enter the field and your home, we have shaped our technicians to look, act and think like an American Appliance technician.
Rest assured, you and your Sub-Zero, Wolf, and Cove appliances are in capable, caring hands.
Thomas, Service Manager at American Appliance, is a 30-year veteran of the appliance industry. He has watched the industry change significantly over the past few years, and is excited to join American Appliance and be a part of a company helping lead those changes. In his many years as a tech and manager, Thomas has never met a product with higher quality and manufacturer support than the products of Sub-Zero and Wolf, so he was thrilled to visit the manufacturer in Madison and have the opportunity to begin deepening that relationship.
Key to Great Service: “Always listen to the customer and their needs to help meet and exceed their expectations. When the customer comes first, the customer will last.”
Jeff has been a technician for four years, and received Sub-Zero, Wolf, and Cove training in Madison from the manufacturer. Initially attracted to working on Sub-Zero, Wolf, and Cove appliances because of their workmanship and general quality, once he learned American Appliance’s core values, he knew he was in the right place.
Key to Great Service: “Listen closely to all the customer has to say, and not just about their appliances. You’ll learn more about their expectations and needs, leading to an effective repair and a better service experience.”
David has been a Sub-Zero, Wolf, and Cove technician for five years, with extensive training at the Sub-Zero, Wolf and Cove headquarters in Madison. He loves working on high-end products, whose quality is backed up by glowing customer reviews. He also loves the great support structure at American Appliance, as no tech is ever truly alone in the field.
Key to Great Service: “I always communicate my findings as I go, so the customer remains a part of the process.”
Though new to the industry, Nicholas has the mechanical aptitude to excel, as he has been diagnosing and repairing automotive vehicles since 2002. He understands that these luxury appliances, like the high-end vehicles he’s worked on, are a beloved investment of their owners, and he looks forward to the opportunity of caring for their investment.
Key to Great Service: “Treat the customer’s home and appliance as if it were your own. Treat them as you would want to be treated: keep them informed on what you will be doing and why it needs to be done.”
Joe has been a technician for 27 years, 16 of which he has spent working on Sub-Zero, Wolf, and Cove’s amazing products. Having worked many years in the industry, he can confidently say that what American Appliance is doing in repair, and their approach to customer service, are totally unique. When he first read about American Appliance, he knew he wanted to work there.
Key to Great Service: “Keep the customer informed at every step.”
With 16 years’ experience as a Sub-Zero, Wolf, and Cove technician, there isn’t much Doug hasn’t seen. He loves his job, loves the appliances he works on and the great customers. Most of all, he loves American Appliance, because it treats its employees with respect and integrity. The free donuts help too.
Key to Great Service: “Be efficient, but don’t rush things. Take the time needed to do the job right. For example, I make sure to open the part box before I take anything apart. This simple step ensures I never waste the customer’s time.”
Chris has been a Sub-Zero, Wolf, and Cove technician for ten years, and the seven years before that he ran his own installation company as a sub-contractor for Sub-Zero, Wolf, and Cove. He loves being a part of the innovative Sub-Zero, Wolf, and Cove community, and enjoys hearing the pride and excitement with which customers talk about their appliances. While he loved installation, he found himself attracted to the technical side of repair and the problem-solving that comes with it. Working with the great team at American Appliance is a much-appreciated bonus.
Key to Great Service: “I try to build trust with every customer by sharing my expertise and resolving the issue.”
This is Bryan’s 16th year working for American Appliance on Sub-Zero, Wolf, and Cove appliances, and his 28th year servicing appliances overall. It was actually the appeal of working for American Appliance, and our focus on providing the best service experience possible for our customers, that led Bryan to become a dedicated Sub-Zero, Wolf, and Cove service tech. He hasn’t regretted the decision for a moment.
Key to Great Service: “1. Respect the customer’s home. 2. Always listen to what the customer has to say.”
George has been a Sub-Zero, Wolf, and Cove technician for eight years, and was trained at Sub-Zero, Wolf, and Cove HQ, which he found to be an amazing experience! He loves the Sub-Zero, Wolf, and Cove company, the feel of their brand, the quality of their products, and all they stand for—it’s what led him to become one of their technicians. Lucky for him, American Appliance is truly an extension of the Sub-Zero, Wolf, and Cove company. In 2018, George moved to the Roaring Fork Valley to become the Valley’s designated Factory Certified technician. He is excited to get to know the area and the wonderful people that live there.
Key to Great Service: “Time matters to our customers, so it’s up to us to fix it right the first time.”
Greg is going on his 11th year as a Sub-Zero, Wolf, and Cove technician. The unique service challenges posed by these intricately engineered appliances, and working to keep them in peak working order, is what got him hooked on the job. That said, the manufacturer training at Madison gave him the skills needed to meet the challenge, and the technicians at American Appliance share their experiences so all can continue to learn and improve.
Key to Great Service: “Be honest. Always.”
One of the first graduates of the American Appliance University, Daniel is thrilled to be a part of the American Appliance team. He enjoys the challenge of troubleshooting appliances to determine what is wrong, taking confidence in the fact that he is always backed by two great companies: American Appliance and Sub-Zero, Wolf, and Cove.
Key to Great Service: Have the integrity to follow through on your promise to deliver outstanding customer service. My goal is to make sure the customer is happy, regardless of what it takes.
Alex is relatively new to appliance repair, but as a veteran of the marine corps infantry, he is not new to service. Looking for a stable career in the trades in which he could stand out, he was drawn to appliance repair and the friendly, family-oriented culture of American Appliance. Alex enjoys how each day presents new puzzles for him to solve, especially since the puzzles involve such user-friendly / servicer-friendly appliances, as only Sub-Zero, Wolf and Cove can make.
Keys to Great Service: I want to be as helpful as possible, so I always remember to treat the appliance as if it was mine. This lets me listen to the customer with my full attention and share their level of concern, so that we both walk away with full confidence in the appliance.
Brandon is one of our newest technicians and among the first graduates of the American Appliance University, where he learned the specialized knowledge it takes to work with Sub-Zero, Wolf, and Cove. He is excited to continue expanding his knowledge of these great products (one of the benefits of specializing in a single family of appliances), knowing that, because he works for a family-owned small business, this tight-knit group and its dedicated customers will take notice of his great work.
Key to Great Service: Bringing great customer service and deep technical knowledge together.