Customer Service Reliability Lead

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

Overview

Sub‑Zero, Wolf, and Cove, the leading manufacturer of luxury kitchen appliances, is a longstanding, family‑owned company in the Madison area. Icons of design and paragons of performance and quality, Sub‑Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in the world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.

Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.

Primary Responsibilities

• Systematically capture and route feedback from owners, customer care, technical support, field service, and the sales team to reliability and engineering teams.
• Own reliability issue tracking from initial identification through resolution, maintaining accountability, clear progress records, and timely stakeholder communication.
• Translate technical reliability findings into clear, actionable guidance for service teams, customer care representatives, and customers.
• Serve as a direct point of contact for complex or high‑impact customer reliability issues when escalation is required. Ensure the customer experience reflects a premium level of quality, empathy, and professionalism, especially during issue resolution.
• Serve as the Customer Service lead for all product field tests, representing the customer perspective throughout planning, execution, and follow‑up. Coordinate customer‑facing aspects of field tests, including participant recruitment, support, issue resolution, and service/installation coordination when needed.
• Manage the field test consumer insights community by supporting participants as they provide feedback. Review and synthesize feedback, producing clear summary reports and retrospective recommendations.

Required Qualifications

• High school diploma
• Strong problem‑solving and analytical skills, with the ability to translate complex data into clear insights and recommendations.
• Excellent written, verbal, and interpersonal communication skills; ability to effectively communicate with both technical and non‑technical audiences.
• Proven ability to work cross‑functionally and influence outcomes without direct authority.
• Strong organizational skills with the ability to manage multiple priorities, projects, and stakeholders simultaneously.
• Prior experience working directly with customers or service organizations.

Preferred Qualifications

• Bachelor’s degree in business, quality, or a related field.
• Strong technical aptitude and working knowledge of complex technical or mechanical products.
• Experience supporting or managing product field tests, pilot programs, or customer engagement communities.
• Background in premium or luxury products and an understanding of elevated customer experience expectations.

We Value Our Employees By Providing

• Competitive compensation based on skills
• Industry‑leading health, dental, and vision plans
• Generous 401(k) savings and profit sharing
• On‑site UW Health clinic, fitness center, and walking paths
• Education assistance and internal training programs
• Electric vehicle charging
• Maternity & paternity leave
• Learn more about our robust benefits package here.

This position requires a pre‑employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.