Technical Services Representative I

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 Technical Services 

Representative

I

supports

the Technical Services team by 

address

ing 

technical questions about Taco

's residential

product

s

as well as

routine 

questions about commercial products 

for internal and external customers

. These customers include

end users, vendors, sales representatives, 

employees, 

contractors

and the 

gen

eral

public

. 

They 

maintain

positive customer relations

in accordance with

the organization's service standards

. They p

rovide problem resolution

for residential products and routine 

commercial product issues 

with 

assistance

and guidance

from 

others on the 

Technical Services 

team.

They escalate 

highly

complex

issues to Technical Services Specialists. 

The

Technical Services 

Representative

I

also 

participate

s

in and 

c

ontribute

s

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 routine commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc.
• Participates or assists with troubleshooting for residential products and routine troubleshooting for 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.
• Assists in generating 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.
• Maintains understanding of Taco's residential products and works on developing an understanding of Taco's commercial product base.
• Observes team members as they participate in engineering lab testing.
• May participate in field site visits to gain deeper understanding of residential products, field returns, and general field tech support.
• Learns how to navigate internal resources for residential and routine 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.
• Observes and may participate in the installation and/or tracking of Alpha and Beta products for field testing as needed.
• Performs other related duties as required or directed.

Qualifications

Required:

• High School Diploma or equivalent
• 2+

years of 

experience in 

general mechanical,

HVAC, 

e

lectrical

,

p

lumbing

or 

related fields
- Knowledge of Microsoft Office tools (Outlook, Excel, Word)
- Excellent skills in customer service
- Good verbal and written communication skills
- Strong organizational skills
- Ability to professionally manage difficult customer interactions
- Ability to provide exceptional customer care
- Ability to multi-task

while communicating with a customer
- Travel: approximately 5% of time to active construction sites and Taco customers

Preferred:

• Associate

degree in Mechanical or Electrical Engineering

or related field
- Working knowledge of the application and troubleshooting of residential HVAC/hydronic products
- Familiarity with wireless connectivity and other advancements that can impact HVAC/hydronic application systems

Work Environment

This position works primarily in an office environment using computer

s

and 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.

This position may work from home up to 

2

X/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

Benefits

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.

Taco employees benefit from a company that:

• 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