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Taco, Inc. · 5 months ago

Sr. Technical Services Representative

Cranston, Rhode Island, United States

Full-time

Onsite

Mid Level

4+ years exp

Taco, a family-owned and operated company, is dedicated to providing employees with the tools necessary for productive lives. The Sr. Technical Services Representative will support the Technical Services team by addressing technical questions regarding Taco’s residential and commercial products for various customers while maintaining positive customer relations.

Consumer ElectronicsElectronicsHardwareManufacturing

H1B Sponsor Likely

Responsibilities

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

Qualification

HVAC knowledgeCustomer service skillsTechnical communicationMicrosoft OfficeMechanical knowledgeMulti-taskingOrganizational skillsVerbal communicationWritten communication

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 skills in customer service

Good verbal and written communications

Strong organizational skills

Ability to professionally manage difficult customer interactions

Ability to articulate technical knowledge in 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

Company

Taco, Inc.

Founded in 1920, Taco is a global leader in hydronic and water-driven solutions, specializing in providing innovative, sustainable, and high-performance products for the HVAC, plumbing, and industrial sectors.

Founded in 1920

Cranston, Rhode Island, USA

501-1000 employees

http://tacocomfort.com

H1B Sponsorship

Taco, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (4)

2021 (4)

2020 (1)