Technical Service Representative

About the Role The Technical Service Representative serves as a critical bridge between customers, service and product development. This role provides expert technical support while capturing customer insights that drive product improvement, quality and innovation. You will combine hands-on troubleshooting with analytical problem-solving to resolve issues, improve the customer experience, and influence future product design. This position reports to the Customer Service Supervisor and is based in Menomonee Falls, WI. What You'll Do

• Assist customers, reps, engineers and others by identifying the appropriate Bradley product to suit an application
• Troubleshoot product failures by isolating the root cause and resolving the issue in a timely and thorough manner
• Document customer complaints clearly to support accurate issue tracking and resolution
• Process replacement and shortage order inquiries in an expeditious manner
• Complete customer complaint information based on policy for an accurate overview of identified problems for proper root cause identification
• Partner with Customer Service, Engineering, Quality, and Product Management to resolve issues and improve products
• Within corporate guidelines and when applicable, negotiates labor rates relative to repairs
• Participate in Product Management Team (PMT) sessions representing the technical service team and report meeting highlights to technical team
• Participate in product audits and new product development efforts
• Review and provide input on technical literature
• Assist with product recalls
• Assist with installs of products as needed
• Promote customer service excellence and continuously evaluate, identify and lead process improvements that positively impact the customer experience
• Polished phone etiquette
• Working knowledge of Microsoft Office
• Outstanding interpersonal skills with an emphasis on building strong team relationships
• Proactive, creative work style and self-driven work style
• Willingness to travel, as required What We're Looking For
• Bachelor's degree in related field and 1+ years’ experience; or equivalent combination of education and experience
• Experience in the plumbing industry is a plus
• Proficiency in Microsoft Office Suite
• General applicable company competencies: commitment to Watts' values of integrity, accountability, continuous improvement and innovation, and transparency
• Punctuality and dependability
• Ability to be flexible and adapt to changing work priorities and stressful conditions
• Adherence to company policies, procedures, and standards of processes
• Maintain productive and collaborative relationships with other Watts operating entities and employees
• Adherence to Watts' seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action
• Willingness to travel, as required Nice to Have
• Experience in the plumbing industry is a plus Compensation & Benefits
• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/