Technical Customer Service Representative

Position Summary:

We are seeking a highly motivated and organized professional who thrives in a fast-paced environment and brings confident decision-making, mechanical troubleshooting expertise, and exceptional customer service skills. The ideal candidate is a quick learner with proven critical thinking abilities and experience in the electrical, automotive, HVAC, or electronic industries.

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.

Main Duties and Responsibilities

• Serve as a technical expert in warranty service and troubleshooting, providing prompt, professional support to internal and external customers via phone and email.
• Diagnose complex mechanical and electrical issues independently, document findings, and make sound decisions with minimal direction to ensure timely resolution.
• Lead warranty administration by clearly communicating coverage details, exercising discretion on exceptions, and upholding company standards.
• Drive efficient troubleshooting using critical thinking to identify root causes, determine proper parts, and implement cost-effective solutions.
• Analyze and report emerging trends to stakeholders, leveraging insights to improve warranty processes and product reliability.
• Demonstrate leadership and adaptability, working both independently and collaboratively to balance customer satisfaction with business objectives.
• Coordinate warranty service operations by accurately creating warranty parts orders, assessing the complexity of each situation, and collaborating with leadership to determine if an on-site service technician is required. Ensure all actions comply with warranty requirements and include proper billing management

Qualifications

• High school diploma or equivalent required; technical degree, certification, or relevant postsecondary education preferred.
• Two or more years of experience in technical customer service, warranty support, field service, or mechanical/electrical troubleshooting preferred.
• Working knowledge of HVAC, refrigeration, electrical, automotive, electronics, or related systems.
• Ability to diagnose mechanical and electrical issues remotely using effective questioning, technical documentation, and critical thinking.
• Strong customer service and communication skills, including the ability to explain technical and warranty information clearly by phone and email.
• Comfortable working in a fast-paced environment while balancing multiple priorities and meeting customer and business needs.
• Proficiency with standard business software and the ability to learn warranty, order-entry, and customer-service systems quickly.
• Demonstrated ability to work independently and collaboratively with customers, technicians, leadership, and cross-functional teams.

About Us:

Therma‑Stor has been an innovation leader in advanced heat‑transfer and water management technologies since 1977. Founded in Madison, Wisconsin, our mission has always centered on engineering smarter, more efficient solutions that push the boundaries of environmental control. From our early breakthroughs in heat‑recovery water heaters to today’s industry‑defining product portfolio, Therma‑Stor continues to set the standard for performance, reliability, and technological excellence.

Our brands include:

• Quest – High‑efficiency industrial dehumidification engineered for precision environmental control and exceptional energy performance—trusted in applications ranging from indoor agriculture and food distribution to water treatment facilities, self‑storage, and manufacturing operations

• Anden – Purpose‑built humidification, dehumidification, and water treatment solutions for controlled‑environment agriculture, giving cultivators the consistency and control they need to grow at scale

• Phoenix – Restoration‑grade dehumidifiers, air scrubbers, and drying solutions trusted by professionals to perform in the most demanding commercial and residential recovery environments

• Origen – Next‑generation atmospheric water generators that utilize Therma‑Stor’s patented technology to deliver clean, efficient, and sustainable water production

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For nearly five decades, our team has combined deep engineering expertise with a relentless focus on innovation. Today, Therma‑Stor remains committed to delivering cutting‑edge climate and water technologies that help customers create safer, healthier, and more efficient environments.

What We Offer:

Join a team where innovation, collaboration, and meaningful work come together. At Therma-Stor, you’ll enjoy:

• Competitive pay that recognizes your skills, experience, and contributions

• Comprehensive benefits designed to support your health, well-being, and future

• An industry-leading organization with respected brands and a strong position in the markets we serve

• Meaningful, innovative work that helps create safer, healthier, and more productive environments

• Great people and a collaborative culture where ideas are valued and teams succeed together

• Opportunities to grow as you build your skills and make an impact within Therma-Stor and the broader Madison Air family

About Madison Air:

Therma-Stor is proud to be a member of a larger group of businesses called Madison Air. 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.