Technical Account Specialist

Job Description

Job Description

The Technical Account Specialist serves as a technical expert in warranty service and troubleshooting, delivering prompt and professional support to internal and external customers via phone and email. This role focuses on diagnosing complex mechanical and electrical issues, administering warranty coverage, and coordinating service operations to ensure timely, cost-effective resolutions. The position requires a strong customer focus, critical thinking, and the ability to balance customer satisfaction with business objectives in a fast-paced environment.

Responsibilities

• Serve as a primary technical contact for internal and external customers, providing prompt and professional support via phone and email.
• Diagnose complex mechanical and electrical issues independently, using effective questioning, technical documentation, and critical thinking to identify root causes.
• Document all troubleshooting steps, findings, and resolutions accurately to ensure clear communication and traceability.
• Lead warranty administration by clearly explaining coverage details, exercising sound judgment on exceptions, and upholding company warranty standards.
• Drive efficient troubleshooting by determining appropriate parts and implementing cost-effective solutions that address customer needs and business goals.
• Analyze and report emerging issues and trends to stakeholders, using insights to recommend improvements to warranty processes and product reliability.
• Demonstrate leadership and adaptability by working both independently and collaboratively with customers, technicians, leadership, and cross-functional teams.
• Coordinate warranty service operations by accurately creating warranty parts orders and ensuring all required information is captured.
• Assess the complexity of each service situation and collaborate with leadership to determine when an on-site service technician is required.
• Ensure all warranty actions comply with established requirements, including proper billing management and documentation.
• Maintain a high level of professionalism in all customer interactions, effectively explaining technical and warranty information in clear, understandable terms.
• Manage multiple cases and priorities in a fast-paced environment while consistently meeting customer and business expectations.

Essential Skills

• High school diploma or equivalent.
• 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 skills with the ability to interact professionally with customers in a support environment.
• Excellent verbal and written communication skills, including the ability to explain technical and warranty information clearly by phone and email.
• Ability to learn new products quickly and apply that knowledge to troubleshoot and resolve issues.
• Strong problem-solving skills with the ability to make sound decisions with minimal direction.
• Proficiency with standard business software and the ability to learn warranty, order-entry, and customer-service systems quickly.
• Demonstrated ability to work both independently and collaboratively with customers, technicians, leadership, and cross-functional teams.
• Comfortable working in a fast-paced environment while balancing multiple priorities and meeting customer and business needs.

Additional Skills & Qualifications

• Technical degree, certification, or relevant postsecondary education is preferred.
• Experience in warranty administration, including interpreting coverage and managing exceptions, is beneficial.
• Experience in HVAC, refrigeration, electrical, automotive, or electronics service environments is an advantage.
• Experience creating and managing parts orders and coordinating field service activities is helpful.
• Demonstrated ability to identify and communicate emerging product or process trends to stakeholders.
• Strong attention to detail and accuracy in documentation, data entry, and billing management.

Work Environment

This role operates in a fast-paced, customer-focused support environment, primarily using phone, email, and computer-based systems to assist customers and internal teams. The Technical Account Specialist works extensively with standard business software and specialized warranty, order-entry, and customer-service platforms. The position involves frequent collaboration with technicians, leadership, and cross-functional teams to coordinate warranty service and field support. Work is typically performed in an office or office-like setting where professional communication and conduct are expected at all times.

This is a Contract to Hire position based out of Madison, WI.

The pay range for this position is $28.00 - $32.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract to Hire position based out of Madison, WI.

This position is anticipated to close on Oct 24, 2026.

This is a fully onsite position in Madison,WI.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.