Customer Service Reliability Lead

Sub-Zero Group, Inc.•Fitchburg, WI

19h•Onsite

About The Position

The Customer Service Reliability Lead serves as a critical bridge between Customer Service, Reliability, and New Product Development. This role ensures that real-world customer, service, and field test feedback is systematically captured, analyzed, and translated into actionable insights that improve product reliability, reduce field failures, and enhance the customer experience. This position leads Customer Service involvement in product field tests and reliability initiatives, acting as the primary coordinator for customer-facing reliability activities. The role combines analytical rigor, cross‑functional leadership, and direct customer interaction to ensure that emerging issues are identified early, communicated clearly, and resolved efficiently. By translating the voice of the customer into reliability priorities—and technical solutions back into clear guidance—the Customer Service Reliability Lead helps protect product quality and brand reputation, particularly within a premium, luxury product environment.

Requirements

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.

Nice To Haves

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.

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.