Sr. Technical Services Representative

Overview

Provide technical support and troubleshooting for Taco HVAC products to customers.

Key Responsibilities

• troubleshooting
• field visits
• crm reporting
• product testing
• technical support
• safety protocols

Tasks

-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. -Fosters conditions that allow people and communities to reach their full potential -Participates or assists with troubleshooting for residential and commercial products as needed. -Addresses residential and commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc. -Generates trend reports on data from CRM database. -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. -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 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 the installation and/or tracking of Alpha and Beta products for field testing. -Answers customer technical questions received through phone calls, email requests and customer response system (CRS) tickets from the company website. -Maintains understanding of Taco’s residential and commercial products. -Thoroughly documents customer interaction data in Customer Relationship Management (CRM) database. -Utilizes internal resources including but not limited to Taco part numbers, Bill of Materials (BOMs), and engineered drawings to aid customers with technical issues. -Participates in Product Captain Program as a Product Captain or alternate for one or more products. -Receives assistance and guidance from Specialists regarding escalated or more complex questions.

Requirements

• hvac
• hydronic
• associate degree
• 4+ years
• microsoft office
• customer service

What You Bring

-Ability to articulate technical knowledge in simple, succinct manner based on audience needs -Working knowledge of the application and troubleshooting of residential and commercial HVAC/hydronic products -Good verbal and written communications -Ability to professionally manage difficult customer interactions -Approximately 5% travel required to active construction sites and Taco customers -Understands how to navigate internal resources for residential and commercial product questions with assistance from team members. -Associate degree in Mechanical or Electrical Engineering or related field -4+ years of experience in general mechanical, HVAC, electrical, plumbing or related fields -Accurate use of internal resources within a timely manner -Case entry volume within established set goals -High School Diploma or equivalent -Knowledge of Taco’s residential and commercial products -Ability to multi-task while communicating with a customer -Strong organizational skills -Is mindful about family, health and well-being -Knowledge of Microsoft Office tools (Outlook, Excel, Word) -Excellent skills in customer service -Ability to understand customer needs and respond to provide exceptional customer care and work to resolution -Maintained/improved positive Voice of Customer survey grades for Technical Services -Familiarity with wireless connectivity and other advancements that can impact HVAC/hydronic application systems

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Benefits

-Provides competitive salaries and benefits -Offers tuition reimbursement, career development, and on-site training programs in our learning center

About Taco, Inc.

-It engineers pumps, valves, tanks, heat exchangers and electronic controls for efficient water-driven solutions. -Originally focused on HVAC heating and cooling, it rebranded and diversified into plumbing, agriculture and industrial markets. -With global operations spanning North America, Europe and Asia, Taco claims a strong presence across diverse sectors. -Landmark projects include high‑efficiency ECM circulators (00e Series) and smart plumbing systems delivering instant hot water. -Strategic acquisitions—like Italian pump maker Askoll—expanded its reach into European hydronics. -Its Hydroflo division supplies robust pumps for irrigation, mining and agriculture, standing out in non‑comfort markets. -A privately held, family‑owned manufacturer, it blends U.S. production with global scale and tailored engineering solutions.

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