Sr. Technical Services Representative at Taco, Inc. in Cranston, RI | Kablio

Role

Description

troubleshooting

trend reporting

field returns

site visits

crm documentation

field testing

The Sr Technical Services Representative supports the Technical Services team by addressing technical questions about Taco’s residential and commercial products for internal and external customers. These customers include end users, vendors, sales representatives, employees, contractors and the general public. They maintain positive customer relations in accordance with the organization's service standards. They provide problem resolution for residential and commercial products with assistance and guidance from others on the Technical Services team. They escalate highly complex issues to Technical Services Specialists. The Technical Services Technician II also participates in and contributes to continuous improvement initiatives.

Generates trend reports on data from CRM database.
Participates or assists with troubleshooting for residential and commercial products as needed.
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.
Observes team members as they participate in engineering lab testing.
Utilizes internal resources including but not limited to Taco part numbers, Bill of Materials (BOMs), and engineered drawings to aid customers with technical issues.
Maintains understanding of Taco’s residential and commercial products.
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.
May participate in field site visits to gain deeper understanding of residential and commercial products, field returns, and general field tech support.
Fosters conditions that allow people and communities to reach their full potential
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.
Answers customer technical questions received through phone calls, email requests and customer response system (CRS) tickets from the company website.
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.
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.
Thoroughly documents customer interaction data in Customer Relationship Management (CRM) database.
Addresses residential and commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc.
Participates in the installation and/or tracking of Alpha and Beta products for field testing.

Requirements

microsoft office

hvac

associate degree

4+ years

customer service

organizational skills

This position works primarily in an office environment using computers 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.

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

Benefits

This position may work from home up to 2X/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

Work Status: Hybrid

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.

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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1920

Year Founded

The company was established in 1920, marking its journey as a century-old innovator in hydronic flow-control systems.

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.

Culture + Values

People First: We value every relationship. Within our team and among our customers.
Do The Right Thing: Integrity is the foundation for everything we do. So we do what is right — even when no one is watching.
Always Optimistic: We look at things with a positive eye and an open mind and always try to see the good in something first.
Authentic: We celebrate all of the nuances that make us unique. For it's our differences that make us thrive and do better when together.

Environment + Sustainability

26% Improvement

Building Performance

Achieved a 26% improvement in baseline building performance at the LEED Gold certified Innovation Development Center.

35% Green Power

Green Power Purchase

Purchased 35% green power for both the Innovation Development Center and Distribution Facility.

75% Waste Diverted

Construction Waste

75% of construction waste was diverted from landfill at the Innovation Development Center.

0% Net-Zero

Net-Zero Target

Currently, no publicly stated net-zero target date is available.

Committed to being good environmental stewards: 'obligated to respect the environment, to protect it, and help restore it in whatever way we can through the choices we make as a company.'

Inclusion & Diversity

58% Female, 42% Male

Gender Diversity

The employee population reflects a balanced gender distribution with 58% female and 42% male representation.

50% White, 32.5% Hispanic/Latino, 9.2% Black/African-American, 4.9% Asian

Ethnic Diversity

The employee population reflects a diverse ethnic composition, including significant representation from multiple communities.

Turnover <1%

Employee Retention

The company maintains a low employee turnover rate, significantly below the industry average.

Provides tuition reimbursement, career development, on-site training, and a global Manager Development Program in partnership with DDI/DiSC.
Affirms equal opportunity in hiring regardless of race, gender, sexual orientation, gender identity and expression, age, disability or veteran status.

Articles

Taco, Inc. Overview

LinkedIn - Taco, Inc.

Role

Description

troubleshooting

trend reporting

field returns

site visits

crm documentation

field testing

Generates trend reports on data from CRM database.
Participates or assists with troubleshooting for residential and commercial products as needed.
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.
Observes team members as they participate in engineering lab testing.
Utilizes internal resources including but not limited to Taco part numbers, Bill of Materials (BOMs), and engineered drawings to aid customers with technical issues.
Maintains understanding of Taco’s residential and commercial products.
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.
May participate in field site visits to gain deeper understanding of residential and commercial products, field returns, and general field tech support.
Fosters conditions that allow people and communities to reach their full potential
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.
Answers customer technical questions received through phone calls, email requests and customer response system (CRS) tickets from the company website.
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.
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.
Thoroughly documents customer interaction data in Customer Relationship Management (CRM) database.
Addresses residential and commercial product-specific questions for end users, vendors, sales reps, employees, contractors, general public, etc.
Participates in the installation and/or tracking of Alpha and Beta products for field testing.

Requirements

microsoft office

hvac

associate degree

4+ years

customer service

organizational skills

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

Benefits

Work Status: Hybrid

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.

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

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1920

Year Founded

The company was established in 1920, marking its journey as a century-old innovator in hydronic flow-control systems.

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.

Culture + Values

People First: We value every relationship. Within our team and among our customers.
Do The Right Thing: Integrity is the foundation for everything we do. So we do what is right — even when no one is watching.
Always Optimistic: We look at things with a positive eye and an open mind and always try to see the good in something first.
Authentic: We celebrate all of the nuances that make us unique. For it's our differences that make us thrive and do better when together.

Environment + Sustainability

26% Improvement

Building Performance

Achieved a 26% improvement in baseline building performance at the LEED Gold certified Innovation Development Center.

35% Green Power

Green Power Purchase

Purchased 35% green power for both the Innovation Development Center and Distribution Facility.

75% Waste Diverted

Construction Waste

75% of construction waste was diverted from landfill at the Innovation Development Center.

0% Net-Zero

Net-Zero Target

Currently, no publicly stated net-zero target date is available.

Committed to being good environmental stewards: 'obligated to respect the environment, to protect it, and help restore it in whatever way we can through the choices we make as a company.'

Inclusion & Diversity

58% Female, 42% Male

Gender Diversity

The employee population reflects a balanced gender distribution with 58% female and 42% male representation.

50% White, 32.5% Hispanic/Latino, 9.2% Black/African-American, 4.9% Asian

Ethnic Diversity

The employee population reflects a diverse ethnic composition, including significant representation from multiple communities.

Turnover <1%

Employee Retention

The company maintains a low employee turnover rate, significantly below the industry average.

Provides tuition reimbursement, career development, on-site training, and a global Manager Development Program in partnership with DDI/DiSC.
Affirms equal opportunity in hiring regardless of race, gender, sexual orientation, gender identity and expression, age, disability or veteran status.

Articles

Taco, Inc. Overview

LinkedIn - Taco, Inc.