Technical Account Specialist

Aston Carter•Madison, WI

1d•$28 - $32•Onsite

About The Position

The Technical Account Specialist serves as a technical expert in warranty service and troubleshooting, providing prompt and professional support to internal and external customers by phone and email. The role diagnoses complex mechanical and electrical issues, administers warranty coverage, and coordinates service operations to achieve timely, cost-effective resolutions while balancing customer satisfaction and business objectives. The position manages warranty cases from initial troubleshooting through documentation, parts ordering, billing, and coordination of field service when needed. It also identifies emerging product or process trends and shares findings with stakeholders to support improvements in warranty processes and product reliability. The role is based onsite in Madison, Wisconsin, in a fast-paced, customer-focused office or office-like support environment.

Requirements

High school diploma or equivalent.
Two or more years of experience in technical customer service, warranty support, field service, or mechanical/electrical troubleshooting (preferred).
Working knowledge of HVAC, refrigeration, electrical, automotive, electronics, or related systems.
Ability to diagnose mechanical and electrical issues remotely using effective questioning, technical documentation, and critical thinking.
Strong customer service skills and the ability to interact professionally with customers in a support environment.
Excellent verbal and written communication skills, including the ability to explain technical and warranty information clearly by phone and email.
Ability to learn new products quickly and apply that knowledge to troubleshoot and resolve issues.
Strong problem-solving skills and ability to make sound decisions with minimal direction.
Proficiency with standard business software and ability to learn warranty, order-entry, and customer-service systems quickly.
Ability to work independently and collaboratively with customers, technicians, leadership, and cross-functional teams.
Ability to work in a fast-paced environment while balancing multiple priorities and meeting customer and business needs.

Nice To Haves

Technical degree, certification, or relevant postsecondary education.
Experience in warranty administration, including interpreting coverage and managing exceptions.
Background in HVAC, refrigeration, electrical, automotive, or electronics service environments.
Experience creating and managing parts orders and coordinating field service activities.
Ability to identify and communicate emerging product or process trends to stakeholders.
Strong attention to detail and accuracy in documentation, data entry, and billing management.

Responsibilities

Serve as a primary technical contact for internal and external customers, providing support by phone and email.
Independently diagnose mechanical and electrical issues through effective questioning, technical documentation, and critical thinking.
Document troubleshooting steps, findings, and resolutions accurately.
Administer warranty coverage, explain coverage details, assess exceptions, and uphold company warranty standards.
Determine appropriate parts and cost-effective troubleshooting solutions that address customer needs and business goals.
Analyze and report emerging issues and trends to stakeholders and recommend improvements to warranty processes and product reliability.
Work independently and collaboratively with customers, technicians, leadership, and cross-functional teams.
Create warranty parts orders accurately and capture all required information.
Assess service complexity and collaborate with leadership to determine when an on-site service technician is required.
Ensure warranty actions comply with established requirements, including billing management and documentation.
Explain technical and warranty information clearly and professionally to customers.
Manage multiple cases and priorities while meeting customer and business expectations.