Technical Customer Service Rep

Therma - Stor LLC • Madison, WI

54d • Hybrid

About The Position

We are seeking a highly motivated and organized professional who thrives in a fast-paced environment and brings strong leadership, confident decision-making, mechanical troubleshooting expertise, and exceptional customer service skills. The ideal candidate is a quick learner with proven critical thinking abilities and experience in the electrical, automotive, HVAC, or electronic industries. Our work relies on strong teamwork and real-time collaboration. As such, this is a hybrid role that requires a minimum of three (3) days per week working on-site at our Madison, Wisconsin location (Tuesday, Wednesday, and Thursday). The remaining workdays may be worked remotely, subject to business and role requirements. As a Technical Service Representative, you will play a crucial role in supporting internal and external customers in diagnostic, troubleshooting, warranty and service of dehumidification equipment via phone and email. Serve as a technical expert in warranty service and troubleshooting, providing prompt, professional support to internal and external customers via phone and email. Diagnose complex mechanical and electrical issues independently, document findings, and make sound decisions with minimal direction to ensure timely resolution. Lead warranty administration by clearly communicating coverage details, exercising discretion on exceptions, and upholding company standards. Drive efficient troubleshooting using critical thinking to identify root causes, determine proper parts, and implement cost-effective solutions. Analyze and report emerging trends to stakeholders, leveraging insights to improve warranty processes and product reliability. Demonstrate leadership and adaptability, working both independently and collaboratively to balance customer satisfaction with business objectives. Coordinate warranty service operations by accurately creating warranty parts orders, assessing the complexity of each situation, and collaborating with leadership to determine if an on-site service technician is required. Ensure all actions comply with warranty requirements and include proper billing management Therma-Stor LLC, located in Madison, Wisconsin, was established in 1977 to apply advanced heat transfer technologies to residential and commercial markets. Beginning with heat recovery water heaters, Therma-Stor now also manufactures a line of residential dehumidifiers, which includes the Santa Fe series of free-standing dehumidifiers and whole house ventilating dehumidifiers. Therma-Stor also offers Quest industrial dehumidifiers and the Phoenix line of restoration equipment for dehumidification, air scrubbing and evaporative drying.

Requirements

• Highly motivated and organized professional
• Thrives in a fast-paced environment
• Strong leadership
• Confident decision-making
• Mechanical troubleshooting expertise
• Exceptional customer service skills
• Quick learner
• Proven critical thinking abilities
• Experience in the electrical, automotive, HVAC, or electronic industries
• Strong teamwork and real-time collaboration

Responsibilities

• Supporting internal and external customers in diagnostic, troubleshooting, warranty and service of dehumidification equipment via phone and email.
• Serve as a technical expert in warranty service and troubleshooting, providing prompt, professional support to internal and external customers via phone and email.
• Diagnose complex mechanical and electrical issues independently, document findings, and make sound decisions with minimal direction to ensure timely resolution.
• Lead warranty administration by clearly communicating coverage details, exercising discretion on exceptions, and upholding company standards.
• Drive efficient troubleshooting using critical thinking to identify root causes, determine proper parts, and implement cost-effective solutions.
• Analyze and report emerging trends to stakeholders, leveraging insights to improve warranty processes and product reliability.
• Demonstrate leadership and adaptability, working both independently and collaboratively to balance customer satisfaction with business objectives.
• Coordinate warranty service operations by accurately creating warranty parts orders, assessing the complexity of each situation, and collaborating with leadership to determine if an on-site service technician is required.
• Ensure all actions comply with warranty requirements and include proper billing management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed