Technical Customer Service Representative

Therma-Stor LLC; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Therma-Stor LLC in Madison, Wisconsin, is seeking a Technical Service Representative who excels at diagnosing mechanical and electrical issues in dehumidification equipment. You will support customers by phone and email, perform warranty diagnostics, and guide service decisions with independent sound judgment.

The role emphasizes leadership in warranty administration, parts ordering, and coordinating with field technicians, while maintaining strong customer satisfaction and adherence to company

Qualifications

• Strong mechanical troubleshooting skills.
• Experience in electrical, automotive, HVAC, or electronic industries.

Responsibilities

• Diagnose complex mechanical and electrical issues independently via phone and email and document findings.
• Lead warranty administration by communicating coverage details and processing exceptions per company standards.
• Create warranty parts orders and coordinate with leadership to determine if on-site service is required.
• Provide prompt, professional support to internal and external customers and drive efficient troubleshooting to resolve issues.

Job description

POSITION SUMMARY & OBJECTIVES

We 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 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.