Service Technician

Masco•Livonia, MI

1d•$20 - $32•Remote

About The Position

We are hiring an Inside Service Technician to join our Sauna360 Technical Support team! Be the expert customers rely on when their equipment stops working and help get them back up and running quickly. As an Inside Service Technician A, you play a critical role in delivering a high-quality customer experience. You’ll diagnose and resolve technical issues across a range of sauna and steam products, guiding customers, dealers, and internal teams with clear, confident support. This role combines hands-on technical troubleshooting with real-time problem solving. You’ll work across multiple product lines and systems, applying electrical knowledge and logical thinking to identify issues down to the board level. You’ll partner closely with customers, dealers, and internal teams to resolve issues, share product knowledge, and ensure consistent service standards. In doing so, you help protect product quality, strengthen customer relationships, and support overall business performance. Beyond day-to-day support, you’ll contribute to continuous improvement through documentation feedback, training support, and input into new product development.

Requirements

Electrical background or training, with experience in high‑ and low‑voltage systems
Technical degree in electrical or electro‑mechanical studies or equivalent hands‑on experience
Approximately 2-3 years of experience repairing, installing, or supporting electrical equipment (recent graduates with strong fundamentals will be considered)
Previous customer technical support experience; phone‑based support strongly preferred
Strong computer skills, including experience with Microsoft products such as Excel and familiarity with CRM or ticketing systems (Salesforce experience a plus)
Excellent verbal and written communication skills
Ability to troubleshoot logically, explain technical concepts clearly, and make sound decisions
Self‑motivated, reliable, and comfortable working independently in a remote environment
Strong customer service mindset with the ability to be professional, fair, and approachable on every call

Nice To Haves

Salesforce experience

Responsibilities

Respond accurately and promptly to incoming phone and electronic technical inquiries from customers and dealers.
Diagnose and resolve issues down to the board level across infrared, sauna, and steam products, including high‑ and low‑voltage.
Provide clear, professional guidance while confidently explaining technical solutions to customers, dealers, and internal sales teams.
Maintain a calm, helpful presence during peak seasons, new product launches, and high‑demand periods when call volume increases.
Support internal teams by sharing technical insights and assisting with troubleshooting questions.
Review technical manuals and documentation, providing feedback to ensure accuracy and clarity for customers.
Assist with technical training for staff and contribute to knowledge‑sharing across the organization.
Provide input on new product development, testing, and documentation when needed.