Customer Reliability Lead – Field Tests & Insights

Sub-Zero Group, Inc.; Madison (WI); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health, dental, vision plans

401(k) with profit sharing

On-site UW Health clinic

Education assistance

EV charging

Maternity & paternity leave

Job summary

Sub‑Zero Group, Inc. is seeking a Customer Reliability & Field Test Lead in Madison, WI.

You will shepherd feedback from owners and service teams to reliability and engineering, own issue tracking through resolution, and convert findings into practical guidance for service personnel and customers. You will also steer the customer service aspects of field tests, coordinate participant recruitment, support, and post‑test follow‑ups, and manage insights to drive premium experiences for luxury

Qualifications

• High school diploma or equivalent.
• Strong problem-solving and analytical abilities.
• Excellent written, verbal, and interpersonal communication.
• Proven ability to influence outcomes across teams.
• Highly organized with multiple priorities.
• Experience working directly with customers or service orgs.

Responsibilities

• Capture and route feedback from owners, care, support, field service and sales to reliability and engineering.
• Own reliability issue tracking from identification to resolution with clear progress updates.
• Translate reliability findings into actionable guidance for service teams and customers.
• Serve as contact for complex customer reliability issues with premium customer experience.
• Lead customer service aspects of field tests, including recruitment and coordination.
• Manage field test consumer insights community and produce summary reports.

Skills

Problem-solving

Analytical skills

Written communication

Verbal communication

Interpersonal skills

Cross-functional collaboration

Organizational skills

Customer-facing experience

Education

Bachelor’s degree in business or related field

Job description

Sub‑Zero Group, Inc. is seeking a Customer Reliability & Field Test Lead in Madison, WI.

You will shepherd feedback from owners and service teams to reliability and engineering, own issue tracking through resolution, and convert findings into practical guidance for service personnel and customers. You will also steer the customer service aspects of field tests, coordinate participant recruitment, support, and post‑test follow‑ups, and manage insights to drive premium experiences for luxury