What are the responsibilities and job description for the Customer Service Reliability Lead position at Sub-Zero Group, Inc.?
Overview
Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.
Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.
Primary Responsibilities
The Customer Service Reliability Lead serves as a critical bridge between Customer Service, Reliability, and New Product Development. This role ensures that real-world customer, service, and field test feedback is systematically captured, analyzed, and translated into actionable insights that improve product reliability, reduce field failures, and enhance the customer experience.
This position leads Customer Service involvement in product field tests and reliability initiatives, acting as the primary coordinator for customer-facing reliability activities. The role combines analytical rigor, cross‑functional leadership, and direct customer interaction to ensure that emerging issues are identified early, communicated clearly, and resolved efficiently. By translating the voice of the customer into reliability priorities—and technical solutions back into clear guidance—the Customer Service Reliability Lead helps protect product quality and brand reputation, particularly within a premium, luxury product environment.
- Systematically capture and route feedback from owners, customer care, technical support, field service, and the sales team to reliability and engineering teams.
- Own reliability issue tracking from initial identification through resolution, maintaining accountability, clear progress records, and timely stakeholder communication.
- Translate technical reliability findings into clear, actionable guidance for service teams, customer care representatives, and customers.
- Serve as a direct point of contact for complex or high-impact customer reliability issues when escalation is required. Ensure the customer experience reflects a premium level of quality, empathy, and professionalism, especially during issue resolution.
- Serve as the Customer Service lead for all product field tests, representing the customer perspective throughout planning, execution, and follow‑up. Coordinate customer-facing aspects of field tests, including participant recruitment, support, issue resolution, and service/installation coordination when needed.
- Manage the field test consumer insights community by supporting participants as they provide feedback. Review and synthesize feedback, producing clear summary reports and retrospective recommendations.
Required Qualifications
- High school diploma
- Strong problem-solving and analytical skills, with the ability to translate complex data into clear insights and recommendations.
- Excellent written, verbal, and interpersonal communication skills; ability to effectively communicate with both technical and non‑technical audiences.
- Proven ability to work cross‑functionally and influence outcomes without direct authority.
- Strong organizational skills with the ability to manage multiple priorities, projects, and stakeholders simultaneously.
- Prior experience working directly with customers or service organizations.
Preferred Qualifications
- Bachelor’s degree in business, quality, or a related field.
- Strong technical aptitude and working knowledge of complex technical or mechanical products.
- Experience supporting or managing product field tests, pilot programs, or customer engagement communities.
- Background in premium or luxury products and an understanding of elevated customer experience expectations.
We value our employees by providing:
- Competitive compensation based on skills
- Industry leading health, dental, and vision plans
- Generous 401 (K) savings and profit sharing
- On-site UW Health clinic, fitness center, and walking paths
- Education assistance and internal training programs
- Electric vehicle charging
- Maternity & paternity leave
- Learn more about our robust benefits package here.
This position requires a pre-employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.