Technical Services Representative

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 operates eight manufacturing plants and nine distribution centers, supporting sales to diverse end markets in 85 countries.

At IPS Corporation's Water-Tite Products operating company, our mission is to empower plumbing and roofing customers with high-performance, quality products. We foster an inclusive environment where all people have equal opportunity to succeed, diversity is celebrated, and continuous improvement is encouraged. The Raybend division of Water-Tite Products develops market-leading connected technologies that monitor and alert homeowners to potential hazards.

About the Role

The Technical Services Representative (TSR) supports end users, installers, and distributors with product needs related to Wi-Fi connectivity, electrical product troubleshooting, and general technical inquiries. The ideal candidate thrives on solving complex problems, demonstrates strong technical reasoning, and is committed to ensuring the safety and reliability of customer systems. This role is critical in ensuring connected products perform to specification while reducing customer effort and frustration.

Responsibilities

• 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.
• Enter purchase orders 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.
• Demonstrate a “go-the-extra-mile” mindset in a high-pressure, high-sales environment where customer peace of mind is paramount.

Skills

• 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, RingCentral 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 Microsoft 365 preferred.
• High school diploma required; technical school or college degree preferred.

Physical Requirements

• Ability to sit and stand for long periods.
• Ability to lift and move items or boxes up to 30 pounds.

Reasonable accommodations may be extended to enable individuals with disabilities to perform the essential functions.

Benefits

• Competitive compensation package.
• Insurance Benefits:
  • Medical (Aetna)
  • Dental (Delta Dental)
  • Vision (Aetna Vision)
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Voluntary Benefits: Critical Illness, Hospital Indemnity, Accident.
• Basic Life insurance with optional dependent coverage.
• 401(k) with Company Match.
• Vacation and Sick Leave.
• Short-term & Long-term disability.
• Tuition assistance program.
• Employee assistance program.
• Professional Development Opportunities.

This role is open to applicants of all ages, including older job seekers, military-experienced candidates, and individuals with disabilities. A college diploma is not required.