What are the responsibilities and job description for the Phone Technician (Technical CSR) position at Therma-Stor Careers?
Technical Customer Service Representative (Phone Technician)
POSITION SUMMARY & OBJECTIVES
We are seeking a motivated and organized team player with strong leadership, mechanical troubleshooting, and customer service skills. The ideal candidate will have experience in the electrical, automotive, HVAC, or electronic industries. We are looking for a quick learner with critical thinking and decision-making abilities with a proven track record of success. As a Technical Service Representative, you will play a crucial role in supporting internal and external customers in diagnostic, troubleshooting, warranty and service of dehumidification equipment via phone and email.
RESPONSIBILITIES
- Demonstrate a customer-centric approach by offering prompt, friendly and courteous assistance to customers in need of technical product service support
- Diagnose issues, document findings, and make informed decisions based on available information
- Alert relevant stakeholders of emerging trends
- Follow established practices to help troubleshoot service issues in the most efficient and cost-effective means available including identifying proper parts needed to resolve issues
- Communicate warranty details, uphold and administer the warranty and exercise discretion as necessary
- Create parts order; dispatch service technicians, and collect billing information as necessary
- Capability to work individually and on a team with a customer focused mindset that can balance customer and business needs
QUALIFICATIONS
- Completion of a high school diploma/general education (GED) required
- Knowledge and/or experience in heating and air conditioning systems in either automotive, appliance or HVAC fields
- Demonstrated customer service experience with technical products (electrical, automotive, HVAC, electronic) required, 3 or more years preferred.
- Possess mechanical aptitude and high attention to detail
- Ability to read and understand technical diagrams
About Madison Air
As one of the world’s largest privately held companies, Madison Air exists to help our customers realize the often invisible, but very real return better air has for us all. We believe better air is a transformational force for good and we are on a mission to unleash it. Our unique business model leverages the air expertise of our 8,000 passionate entrepreneurs who do air better than anyone; an ingenious collection of entrepreneurial businesses with iconic brands; winning innovation and superior customer experience that make businesses, communities, and the world safer, healthier, and more productive.
Therma-Stor LLC is a subsidiary of Madison Air, and is located in Madison, Wisconsin. Therma-Stor was established in 1977 to apply advanced heat transfer technologies to residential and commercial markets. Beginning with heat recovery water heaters, Therma-Stor now manufactures numerous lines of dehumidification solutions.
