Technical Services Representative I
About The Position
The Technical Services Representative I supports the Technical Services team by addressing technical questions about Taco’s residential products as well as routine questions about commercial products for internal and external customers. These customers include end users, vendors, sales representatives, employees, contractors and the general public. They maintain positive customer relations in accordance with the organization's service standards. They provide problem resolution for residential products and routine commercial product issues with assistance and guidance from others on the Technical Services team. They escalate highly complex issues to Technical Services Specialists. The Technical Services Representative I also participates in and contributes to continuous improvement initiatives.
Requirements
- High School Diploma or equivalent
- 2+ years of experience in general mechanical, HVAC, electrical, plumbing or related fields
- Knowledge of Microsoft Office tools (Outlook, Excel, Word)
- Excellent skills in customer service
- Good verbal and written communication skills
- Strong organizational skills
- Ability to professionally manage difficult customer interactions
- Ability to provide exceptional customer care
- Ability to multi-task while communicating with a customer
- Travel: approximately 5% of time to active construction sites and Taco customers
Nice To Haves
- Associate degree in Mechanical or Electrical Engineering or related field
- Working knowledge of the application and troubleshooting of residential HVAC/hydronic products
- Familiarity with wireless connectivity and other advancements that can impact HVAC/hydronic application systems
Responsibilities
- Answers customer technical questions received through phone calls, email requests and customer response system (CRS) tickets from the company website.
- Addresses residential and routine commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc.
- Participates or assists with troubleshooting for residential products and routine troubleshooting for commercial products as needed.
- Utilizes internal resources including but not limited to Taco part numbers, Bill of Materials (BOMs), and engineered drawings to aid customers with technical issues. Receives assistance and guidance from Specialists regarding escalated or more complex questions.
- Thoroughly documents customer interaction data in Customer Relationship Management (CRM) database.
- Assists in generating trend reports on data from CRM database.
- Provides customer feedback and trends to team members and Technical Services management in order to contribute to continuous improvement initiatives.
- Maintains understanding of Taco’s residential products and works on developing an understanding of Taco’s commercial product base.
- Observes team members as they participate in engineering lab testing.
- May participate in field site visits to gain deeper understanding of residential products, field returns, and general field tech support.
- Learns how to navigate internal resources for residential and routine commercial product questions with assistance from team members.
- Follows safety protocols at all times at company locations and on field site visits, including wearing the appropriate PPE and performing observation and/or services under guidance of licensed and/or certified professionals.
- Observes and may participate in the installation and/or tracking of Alpha and Beta products for field testing as needed.
- Performs other related duties as required or directed.
Benefits
- Provides competitive salaries and benefits
- Offers tuition reimbursement, career development, and on-site training programs in our learning center
- Believes in sharing profits with its employees
- Is mindful about family, health and well-being
- Fosters conditions that allow people and communities to reach their full potential
- Embraces and celebrates diversity
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
