Technical Customer Service Representative

Therma-Stor; Madison (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Therma-Stor is seeking a Technical Service Representative in Madison, WI to diagnose complex mechanical and electrical issues, support warranty service, and assist customers via phone and email. The role requires strong critical thinking, rapid learning, and cross-functional collaboration to balance customer satisfaction with business objectives.

The successful candidate will lead warranty administration, create valuation and parts orders, and determine when on-site service is necessary,

Qualifications

• Experience in electrical, automotive, HVAC, or electronic industries.
• Diagnose complex mechanical and electrical issues independently.
• Lead warranty administration and communicate coverage details clearly.
• Coordinate warranty service operations and determine on-site needs.
• Analyze trends to improve warranty processes and product reliability.

Responsibilities

• Diagnose mechanical and electrical issues and document findings for timely resolution.
• Lead warranty administration and manage exceptions according to policy.
• Coordinate warranty service operations, including parts orders and on-site support when needed.
• Implement cost-effective solutions based on root-cause analysis and parts determination.
• Analyze warranty data to identify trends and drive process improvements.

Skills

Mechanical troubleshooting

Customer service

Critical thinking

Quick learner

Electrical troubleshooting

HVAC

Warranty administration

Job description

POSITION SUMMARY & OBJECTIVESWe are seeking a highly motivated and organized professional who thrives in a fast-paced environment and brings strong mechanical troubleshooting, 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. 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