Technical Services Representative

Position:Technical Services Representative

Location: Kalamazoo, MI

Job :2409

# of Openings:1

Job Title:

Technical Services Representative

Business:
Water-Tite Products, INC

Location:

Raybend – Kalamazoo

IPS Corporation is a global, market-leading provider of solvent cements, adhesives, and specialized plumbing products. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cements for laminating acrylic sheet for aircraft canopies. Today, IPS, with its three operating companies, has eight manufacturing plants and nine distribution centers supporting sales to a diverse set of end markets in 85 countries.

At IPS Corporation's Water-Tite Products operating company, our mission is to empower our plumbing and roofing customers to deliver results with the highest level of performance, quality, and efficiency. We do this by committing to getting better every day, and we welcome you as you are. We are consciously creating an environment where all people have an equal opportunity to succeed, where everyone feels included, and diversity is celebrated.

At Raybend, a division of Water-Tite Products, our innovative teams develop market leading technologies that bring peace of mind to homeowners across the US. Our connected technologies monitor and alert homeowners of potential hazards within the home.

IPS Corporation is seeking a Technical Services Representative (TSR) to support end users, installers, and distributors with product needs related to Wi‑Fi connectivity
, electrical product troubleshooting
, and general technical inquiries
. The ideal candidate is energized by solving complex problems, confident in their technical reasoning, and committed to protecting the safety and reliability of our customers’ systems. Successful candidates will be those who take pride in delivering end-to‑end solutions in multiple arenas.

Our TSRs are analytical, patient, and detail‑driven. They investigate issues thoroughly and document root causes accurately. Tech Team reports to engineering and product development to drive continuous improvement. This role is critical in ensuring our connected products perform to specification while reducing customer effort and frustration.

• Provide white-glove technical support via phone, email, and live chat for Wi‑Fi smart home monitoring devices, including:
  • Network security protocols
  • Router table management
  • Router/mobile app configuration
  • Device setup across multiple operating systems
• Interpret backend system data and deliver clear, actionable insights to end users and distributor partners.
• Purchase order entry into JD Edwards E1 with high accuracy and attention to detail.
• Use data analysis to assess long‑term system stability and identify emerging product issues.
• Follow technical manuals, documentation, and written work instructions.
• Work directly with distributors, business owners, installers, and homeowners.
• Process warranty claims and replacement orders in the company ERP system (JDE E1).
• Maintain compliance with communication standards, policies, and customer privacy requirements.

• Strong multitasking, prioritization, and time‑management abilities.
• Proven experience in technical support
  , technical customer service
  , or technical sales
  .
• Ability to handle confidential and sensitive customer information appropriately.
• Excellent phone communication, active listening, and customer‑focused problem solving.
• Familiarity with CRM systems (Salesforce, Ring Central preferred).
• Comfort working with people of all backgrounds and technical skill levels.
• Working knowledge of:
  • Wi‑Fi security protocols
  • Router table management
  • Mobile devices across iOS/Android
• Strong written and verbal communication skills.
• Experience with…