Cleaver-Brooks · 5 hours ago
Technical Service Representative
Thomasville, Georgia, United States
Full-time
Onsite
New Grad, Entry LevelCleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. They are seeking a Technical Service Representative (TSR) responsible for addressing customer inquiries regarding technical, application, and operational issues, as well as providing troubleshooting support and coordinating with field service technicians.
IndustrialIndustrial EngineeringManufacturingTest and MeasurementWater
Responsibilities
Receive calls through an ACD (Automatic Call Distribution) system, email, or web portal as applicable
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
Serve as a technical resource for other TSR’s as required
Maintain a problem log for all high-level inquiries and ensure compliance for all TSRs
Work with Engineering, R&D, and other Departments as required to resolve customer related problems
Enter and properly document customer inquiry into CSMS (Customer Service Management System) data base
Maintain updated status of customer inquiry within the CSMS (Customer Service Management System)
Respond to customer questions regarding technical inquiries and problematic issues outside the scope of RMA programs as required
Coordinate with Field Service Technicians as required with more technical inquiries
Coordinate with Field Service Technicians and Service Manager to determine if a field service visit is required
Visit Customers and Representatives as necessary to assist in resolving product related issues
Position requires regular exercise of problem solving and policy or procedure interpretation skills
Ability to handle responsibilities with effective interpersonal skills and to effectively interface with others inside and outside the Company as required
Contacts customer or representative as required to resolve call inquiry
Provide written documentation to customers as required
Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary
Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible
Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades
Performs other duties as assigned
Qualification
Required
Minimum of a high school diploma (degree preferred)
willingness to learn through on-the-job training
Ability to remain calm and professional in all circumstances
Able to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
Working knowledge of PC operating systems and Microsoft Office Applications
Must have very good written and verbal communication skills
Must possess strong technical knowledge of all relevant products
Preferred
experience with plumbing
HVAC
BMS controls
experience working with boiler or hot water generating equipment
Benefits
Medical
Dental
Vision
Maternity support program
Discounted virtual physician visits
Voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury)
FSA
HSA
Life insurance
Short term and long term disability
Cash matching 401(k) plan
Employee assistance program (EAP)
Pet insurance
Employee discount program
Company paid wellness day
Generous vacation
11 paid holidays
Company
Cleaver-Brooks
Cleaver-Brooks is a provider of boiler room products and systems.
Founded in 1929
1001-5000 employees
H1B Sponsorship
Cleaver-Brooks 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
2025 (8)
2023 (5)
2022 (8)
2021 (2)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
unknown2024-05-16Acquired
Recent News
2025-04-28
www.tradingview.com
2024-04-07
Company data provided by crunchbase