Sr. Technical Services Representative

Company Overview As a family-owned and operated company, we feel a special obligation to the employees who comprise our Taco family. We are committed to offering employees access to the tools necessary to live long and productive lives. We strive to instill in all of our employees a positive mental attitude, a commitment to building strong relationships, a desire to learn, grow, and contribute to moving our strategy forward, and a need to create and innovate. Employment Details Employment Type: Regular Full Time Hourly Shift: 1st Shift Work Status: Hybrid Position Summary The Sr Technical Services Representative supports the Technical Services team by addressing technical questions about Taco's residential and commercial products for internal and external customers. These customers include end users, vendors, sales representatives, employees, contractors, and the general public. The role maintains positive customer relations in accordance with the organization's service standards, provides problem resolution with assistance from other team members, escalates highly complex issues to Technical Services Specialists, and participates in continuous improvement initiatives. Measures of Success Case entry volume within established set goals Maintained/improved positive Voice of Customer survey grades for Technical Services Accurate use of internal resources within a timely manner Responsibilities Answer customer technical questions received through phone calls, email requests and customer response system (CRS) tickets from the company website. Address residential and commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc. Participate or assist with troubleshooting for residential and commercial products as needed. Utilize internal resources including but not limited to Taco part numbers, Bill of Materials (BOMs), and engineered drawings to aid customers with technical issues. Receive assistance and guidance from Specialists regarding escalated or more complex questions. Thoroughly document customer interaction data in Customer Relationship Management (CRM) database. Generate trend reports on data from CRM database. Provide customer feedback and trends to team members and Technical Services management to contribute to continuous improvement initiatives. Maintain understanding of Taco's residential and commercial products. Observe team members as they participate in engineering lab testing. May participate in field site visits to gain deeper understanding of residential and commercial products, field returns, and general field tech support. May coordinate, disposition, and contribute to analysis of field returns for the purpose of communicating issues to Product Managers and/or Engineering Departments. Participate in the Product Captain Program as a Product Captain or alternate for one or more products. Understand how to navigate internal resources for residential and commercial product questions with assistance from team members. Follow 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. In extenuating circumstances, have the authority to replace product out of warranty within allowable amounts in accordance with the company warranty policy and as directed by Supervisor and/or Manager of Technical Services. Participate in the installation and/or tracking of Alpha and Beta products for field testing. Perform other related duties as required or directed. Qualifications Required High School Diploma or equivalent 4+ years of experience in general mechanical, HVAC, electrical, plumbing or related fields Knowledge of Microsoft Office tools (Outlook, Excel, Word) Excellent customer-service skills Good verbal and written communications Strong organizational skills Ability to professionally manage difficult customer interactions Ability to articulate technical knowledge in a simple, succinct manner based on audience needs Ability to understand customer needs and respond to provide exceptional customer care and work to resolution Ability to multi-task while communicating with a customer Approximately 5% travel required to active construction sites and Taco customers Preferred Associate degree in Mechanical or Electrical Engineering or related field Knowledge of Taco's residential and commercial products Working knowledge of the application and troubleshooting of residential and commercial HVAC/hydronic products Familiarity with wireless connectivity and other advancements that can impact HVAC/hydronic application systems 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 Additional Information This position works primarily in an office environment using computer technology. Verbal and auditory capability are required. Occasional exposure in production plant where large equipment and noise are prevalent. Safety gear is required in these areas. The position may work from home up to 2 days per week if performance is in good standing; the hybrid schedule may begin once the supervisor has approved the appropriate level of job knowledge and performance. Management This position has no direct reports. With nearly 1,000 people working at Taco worldwide, each with their own story, you will discover a sense of community and diverse, intelligent colleagues who help us innovate, create and explore. J-18808-Ljbffr