Technical Services Representative

IPS Corporation; Kalamazoo (MI); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Competitive Compensation Package

HSA / FSA

401(k) with Company Match

Vacation and Sick Leave

Job summary

IPS Corporation is seeking a Technical Services Representative to support end users, installers, and distributors with Wi-Fi connectivity, electrical product troubleshooting, and general technical inquiries. The TSR is trusted to deliver end-to-end solutions with accuracy and a customer-first mindset.

The role emphasizes analytical thinking, documentation of root causes, and collaboration with engineering to drive continuous improvement within connected products.

Qualifications

• High school diploma required; technical school or college degree preferred.
• Experience in technical support or technical customer service.
• Ability to handle confidential information appropriately.
• Excellent phone communication, active listening, and customer-focused problem solving.
• Familiarity with CRM systems (Salesforce, RingCentral preferred).
• Comfort working with people of all backgrounds and technical skill levels.
• Working knowledge of Wi-Fi security protocols, router table management, and mobile devices across iOS/Android.
• Experience with Microsoft 365 preferred.

Responsibilities

• Provide white-glove technical support via phone, email, and live chat for Wi‑Fi smart home monitoring devices.
• Interpret backend system data and deliver clear, actionable insights to end users and distributor partners.
• Purchase order entry into JD Edwards E1 with high accuracy and attention to detail.
• Use data analysis to assess long‑term system stability and identify emerging product issues.
• Follow technical manuals, documentation, and written work instructions.
• Work directly with distributors, business owners, installers, and homeowners.
• Process warranty claims and replacement orders in the company ERP system (JDE E1).
• Maintain compliance with communication standards, policies, and customer privacy requirements.

Skills

Technical support

Customer service

CRM systems

Wi-Fi & routers

Mobile devices

Communication skills

Microsoft 365

High school diploma

Multitasking

Problem solving

Education

High school diploma

Technical school or college degree

Tools

JD Edwards E1

Salesforce

RingCentral

Job description

Position:Technical Services Representative

Location: Kalamazoo, MI

Job Id:2409

# of Openings:1

Job Title: Technical Services Representative

Business: Water-Tite Products, INC

Location: Raybend – Kalamazoo

About the Company:

IPS Corporation is a global, market-leading provider of solvent cements, adhesives, and specialized plumbing products. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic sheet for aircraft canopies. Today, IPS, with its three operating companies, has eight manufacturing plants and nine distribution centers supporting sales to a diverse set of end markets in 85 countries.

About Water-Tite Products:

At IPS Corporation's Water-Tite Products operating company, our mission is to empower our plumbing and roofing customers to deliver results with the highest level of performance, quality, and efficiency. We do this by committing to getting better every day, and we welcome you as you are. We are consciously creating an environment where all people have an equal opportunity to succeed, where everyone feels included, and diversity is celebrated.

At Raybend, a division of Water-Tite Products, our innovative teams develop market leading technologies that bring peace of mind to homeowners across the US. Our connected technologies monitor and alert homeowners of potential hazards within the home.

About the Role:

IPS Corporation is seeking a Technical Services Representative (TSR) to support end users, installers, and distributors with product needs related to Wi‑Fi connectivity, electrical product troubleshooting, and general technical inquiries. The ideal candidate is energized by solving complex problems, confident in their technical reasoning, and committed to protecting the safety and reliability of our customers’ systems. Successful candidates will be those who take pride in delivering end-to-end solutions in multiple arenas.

Our TSRs are analytical, patient, and detail‑driven. They investigate issues thoroughly and document root causes accurately. Tech Team reports to engineering and product development to drive continuous improvement. This role is critical in ensuring our connected products perform to specification while reducing customer effort and frustration.

Responsibilities:

• Provide white-glove technical support via phone, email, and live chat for Wi‑Fi smart home monitoring devices, including:
  • Network security protocols
  • Router table management
  • Router/mobile app configuration
  • Device setup across multiple operating systems
• Interpret backend system data and deliver clear, actionable insights to end users and distributor partners.
• Purchase order entry into JD Edwards E1 with high accuracy and attention to detail.
• Use data analysis to assess long‑term system stability and identify emerging product issues.
• Follow technical manuals, documentation, and written work instructions.
• Work directly with distributors, business owners, installers, and homeowners.
• Process warranty claims and replacement orders in the company ERP system (JDE E1).
• Maintain compliance with communication standards, policies, and customer privacy requirements.

Skills:

• Strong multitasking, prioritization, and time‑management abilities.
• Proven experience in technical support, technical customer service, or technical sales.
• Ability to handle confidential and sensitive customer information appropriately.
• Excellent phone communication, active listening, and customer‑focused problem solving.
• Familiarity with CRM systems (Salesforce, RingCentral preferred).
• Comfort working with people of all backgrounds and technical skill levels.
• Working knowledge of:
  • Wi‑Fi security protocols
  • Router table management
  • Mobile devices across iOS/Android
• Strong written and verbal communication skills.
• Experience with Microsoft 365 preferred.
• High school diploma required; technical school or college degree preferred.

This Job Is:

• A job for which military experienced candidates are encouraged to apply
• A job for which all ages, including older job seekers, are encouraged to apply
• Open to applicants who do not have a college diploma
• A job for which people with disabilities are encouraged to apply

Work Remotely:

• No

Physical Requirements:

Must have the ability to sit and stand for long periods. Must be able to lift and move items or boxes up to 30 pounds. Reasonable accommodations may be extended to enable individuals with disabilities to perform the essential functions.

We Offer

We're a rapidly growing midsized company with a customer-centric mentality operating fast and lean. We think big, embrace problem solving, and believe our proven business system gives us a competitive edge in the markets we play. Through experience in this role, mentoring and via formal instruction, we will grow your career and develop you based off your strengths and interests. A career with IPS Corporation will push you and challenge you, providing growth opportunities and the prospects to advance your career. If you are a driven performer, you will work with committed, like-minded people, giving you the support to reach your full potential.

• Competitive Compensation Package
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Voluntary Benefits - Critical Illness, Hospital Indemnity, Accident
• Basic Life insurance with dependent coverage optional
• 401(k) with Company Match
• Vacation and Sick Leave
• Short-term & Long-term disability
• Tuition assistance program
• Employee assistance program
• Professional Development Opportunities

The duties described above are indicative of the skills, knowledge, abilities and normal task assignments of this position. Additional duties requiring similar or lesser skills may be added anytime without the necessity for altering the description or reevaluating the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.