Sr. Technical Services Representative

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 that helps us to be a leader in the industry
• A commitment to building strong relationships, both inside and outside the organization
• A desire to learn, grow, and contribute to moving our strategy forward
• A need to create and to innovate

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. They maintain positive customer relations in accordance with the organization's service standards. They provide problem resolution for residential and commercial products with assistance and guidance from others on the Technical Services team. They escalate highly complex issues to Technical Services Specialists. The Technical Services Technician II also participates in and contributes to 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

Responsibilities include but are not limited to:

• Answers customer technical questions received through phone calls, email requests and customer response system (CRS) tickets from the company website.
• Addresses residential and commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc.
• Participates or assists with troubleshooting for residential and 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.
• Generates 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. Participates in other continuous improvement initiatives.
• Maintains understanding of Taco’s residential and commercial products.
• Observes 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. Ensures that returned product is analyzed, documented, and properly reported and delivers results and feedback to Quality Assurance and/or Engineering departments when applicable.
• Participates in Product Captain Program as a Product Captain or alternate for one or more products.
• Understands how to navigate internal resources for residential and 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.
• In extenuating circumstances, has 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.
• Participates in the installation and/or tracking of Alpha and Beta products for field testing.
• Performs 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