Technical Service Specialist (Customer Service)

TITLE: Technical Service Specialist

BASED AT: Harken, Inc., Pewaukee, WI

STATUS: exempt, full time

Join the Harken Team: Innovating for Over 50 Years

Harken, Inc. is a global leader in innovative solutions for the marine and safety industries. Headquartered in Pewaukee, Wisconsin, with manufacturing facilities in the USA and Italy, we take pride in our world-class engineering, craftsmanship, and dedication to excellence.

Our global footprint spans 48 countries, supported by group offices in exciting locations like Australia, France, Italy, New Zealand, the Netherlands, Poland, Sweden, the UK, and across the United States—from Rhode Island to Washington.

For over half a century, Harken's Marine Division has set the industry standard for pulley blocks, deck hardware, winches, and hydraulics, serving sailboats ranging from 8 to over 300 feet. Building on this strong foundation, Harken is charting new courses with our Safety and Rescue Division, unlocking opportunities for innovation and growth.

The Opportunity:

Harken is seeking a Technical Service Specialist to join our team. The position is responsible for working directly with internal and external customers to provide various levels of product support. This role will troubleshoot product issues, guide customers through technical fixes, provide sales quotes and determine warranty and service needs. In addition, this role will build relationships with external customers while collaborating with internal teams to support core product solutions and new product introductions.

What you will do:

• Manage sales calls and emails to provide technical services and answer questions.
• Develop and strengthen relationships with customers
• Recommend products or services to existing and new accounts
• Respond to technical or complex service questions from customers and apply judgment in resolving service, warranty or technical problems falling within established limits of authority and knowledge.
• Partner with internal departments and resources for issues that require high level impact or technical complexity.
• Research and present ideas for problem resolution.
• Coordinate repairs and warranty issues.
• Manage all Power Seat and OCB repairs and inspections and others as needed
• Assist Engineering with layouts for proposals and determine which parts are needed when developing prototypes
• Interpret, check, analyze and respond to a wide variety of orders and/or inquiries from customers, sales representatives or dealers.
• Provide quotes and service recommendations, adjustments, requests for literature, catalogues, price lists and general product instructions, as needed.
• Other duties and projects; as assigned.

What you bring:

Education and Experience:

• Associate or bachelor’s degree in a technical related field such as Engineering, Automation or Operations or equivalent years of work experience.
• 3 years of experience working in a customer service-related position

Additional Preferred Qualifications:

• Mechanical background

Key Skills for Success include:

• Proficient at using Microsoft Office Suite programs, including Word, Excel, PowerPoint and Outlook
• Effective and clear verbal and written communication skills
• Ability to collaborate with internal departments and well as the ability to work independently.
• Excellent problem-solving ability
• Strong attention to detail
• Ability to understand mechanical and technical questions
• Ability to prioritize multiple assignments and meet goals and deadlines
• Ability to work through unexpected obstacles and time constraints
• Ability to travel up to 10%

Why you will love working at Harken:

What truly sets Harken apart is our Employee Stock Ownership Plan (ESOP) and the unique culture of ownership it fosters. Every team member is empowered to think and act like an owner, driving a workplace culture built on drive, humility, ingenuity, integrity, and ownership. At Harken, you’re not just an employee—you’re a valued stakeholder in our future.

At Harken, our work is guided by five core values:

• Drive – Taking initiative, setting ambitious goals, and pursuing excellence
• Humility – Welcoming feedback, learning from others, and prioritizing team success
• Ingenuity – Solving complex problems with practical, elegant solutions
• Integrity – Delivering honest work and upholding the highest standards
• Ownership – Taking pride in our products, our people, and our future

Why join Harken:

• Employee-owned company (ESOP)
• Growing global organization
• Modern, clean, and organized manufacturing environment
• Strong culture of craftsmanship, innovation, and continuous improvement
• Internal growth opportunities and ongoing skills development
• 401(k) that includes a company match
• Competitive medical, dental and vision insurance coverage
• Employee assistance program
• Flexible spending account and health savings account
• Life insurance
• Paid time off after 90 day probationary period
• Employee referral program
• Tuition reimbursement
• On-site Gym

APPLICATION REQUIREMENTS:

Submit your resume via email to: jobs@harken.com

Harken is an equal opportunity employer.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• customer service-related position: 3 years (Required)
• Mechanical knowledge: 1 year (Preferred)

Ability to Commute:

• Richfield, WI 53076 (Required)

Work Location: In person

Salary : $42,364 - $58,357