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Remote Escalations Representative Jobs in Sun Prairie, WI

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1.20. Project Manager

Madison, WI · Remote

This position can work mostly remote (within the state of WI) or in the office. * Currently, the ... Works closely with the sponsor and business representatives to ensure that the project meets the ...

All JobsEscalations Representative JobsRemote Escalations Representative JobsRemote Escalations Representative Jobs in Sun Prairie, WI

Remote Escalations Representative information

See Sun Prairie, WI salary details

$11

$23

$46

How much do remote escalations representative jobs pay per hour?

As of Aug 25, 2026, the average hourly pay for remote escalations representative in Sun Prairie, WI is $23.56, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $24.57 per hour, depending on experience, location, and employer.

What is a remote escalations representative?

Remote Escalations Representatives are customer service professionals who handle complex or unresolved issues that have been escalated from initial support tiers. Working remotely, they communicate with customers via phone, email, or chat to resolve complaints, troubleshoot problems, and ensure customer satisfaction. They are skilled in conflict resolution, problem-solving, and often have advanced knowledge of company products or services. Their goal is to provide effective solutions while maintaining a positive customer experience. This role is essential for retaining customers and resolving issues that standard support cannot address.

How does a remote escalations representative typically collaborate with other departments to resolve complex customer issues?

As a Remote Escalations Representative, you'll often work closely with teams such as technical support, customer service, and product management to address and resolve complex or high-priority customer concerns. Collaboration usually involves virtual meetings, shared ticketing systems, and clear documentation to ensure all relevant information is communicated. Building strong professional relationships across departments is key, as many escalations require coordinated efforts and timely follow-ups. This cross-functional teamwork not only helps deliver solutions quickly but also enhances your understanding of company processes and opens up future career growth opportunities.

What are the key skills and qualifications needed to thrive as a remote escalations representative, and why are they important?

To thrive as a Remote Escalations Representative, you need strong problem-solving abilities, customer service experience, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software and ticketing systems, such as Salesforce or Zendesk, is often required. Exceptional communication, patience, and conflict resolution skills help you manage challenging interactions and de-escalate difficult situations. These skills and tools are critical for efficiently resolving complex customer issues, maintaining satisfaction, and protecting the company’s reputation.

What is the difference between Remote Escalations Representative vs Customer Support Specialist?

AspectRemote Escalations RepresentativeCustomer Support Specialist
CredentialsTypically requires customer service experience, problem-solving skills, and sometimes technical knowledgeUsually requires customer service experience, communication skills, and basic product knowledge
Work EnvironmentRemote, handling escalated issues that require advanced troubleshooting or conflict resolutionRemote or on-site, providing general support and assistance to customers
Industry UsageCommon in tech, SaaS, and e-commerce sectorsWidely used across various industries including retail, telecom, and tech

The Remote Escalations Representative focuses on resolving complex or escalated customer issues, often requiring technical skills and conflict resolution. In contrast, a Customer Support Specialist handles general customer inquiries and provides basic assistance. Both roles are essential in customer service but differ mainly in the complexity of issues managed and the level of technical expertise required.

What are popular job titles related to Remote Escalations Representative jobs in Sun Prairie, WI?

For Remote Escalations Representative jobs in Sun Prairie, WI, the most frequently searched job titles are:

What job categories do people searching Remote Escalations Representative jobs in Sun Prairie, WI look for?

The top searched job categories for Remote Escalations Representative jobs in Sun Prairie, WI are:

What cities near Sun Prairie, WI are hiring for Remote Escalations Representative jobs?

Cities near Sun Prairie, WI with the most Remote Escalations Representative job openings:

Remote Escalations Representative jobs near you
Infographic showing various Remote Escalations Representative job openings in Sun Prairie, WI as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $49,006 per year, or $23.6 per hour.

Field Service Technician for CNC Machinery

Madison, WI • Remote

Tormach Inc
Machinery Manufacturing • 11 - 50 employees
Learn more about Tormach Incexternal

$28 - $33/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 28 days ago

Job description

Tormach has an exciting REMOTE open position for a Field Service Tech for CNC machinery intallation, repair, troubleshooting, and service-related questions!  We are a 100% employee-owned CNC Machine Tool company, caters to the DIY, R&D, entrepreneur, education, and professional markets, selling affordable CNC machine tools and accessories. Our products are engineered in North America, and at our HQ in Madison, WI. 



This Field Service Tech position is remote: you do not need to reside in Wisconsin; preference will be given to candidates in Western U.S.!


Position Overview 

The Field Service Technician supports Tormach customers through onsite installation, commissioning, diagnostics, repair, and service-related training for CNC machines and accessories. This is a hands-on, customer-facing role responsible for delivering high-quality field service while representing Tormach professionally at customer locations.   This position is structured as an hourly field service role and is expected to spend most of its time traveling to customer sites. When not traveling, the technician supports Technical Support customers remotely through troubleshooting, case follow-up, service coordination, and other assigned customer support activities. 



Key Responsibilities 

Field Service, Installation & Repair 

  • Perform onsite machine installation, startup, commissioning, repair, and service work for Tormach CNC equipment and accessories. 
  • Diagnose mechanical, electrical, pneumatic, and operational issues in the field and complete corrective actions in a safe, efficient, and professional manner. 
  • Verify machine performance after service activity, including operational checks, alignment-related review, and overall readiness for customer use. 
  • Document service findings, parts usage, labor activity, and follow-up recommendations clearly within company systems and service records. 

Customer Support & Technical Assistance 

  • Support customers with machine setup, accessory installation, troubleshooting, and service-related questions using standard Tormach processes, documentation, and support tools. 
  • Provide remote assistance to Technical Support customers when not traveling, including phone and email support, service case follow-up, and escalation assistance as needed. 
  • Communicate clearly with customers of varying skill levels, set practical expectations, and coordinate with Technical Support, Engineering, Operations, and other internal teams to resolve issues effectively. 

Travel, Readiness & Work Practices 

  • Maintain a high level of travel readiness and flexibility, with substantial overnight travel expected based on customer demand, territory needs, and service priorities. 
  • Maintain a valid driver's license and good driving record, and work independently while managing time, travel logistics, and customer commitments responsibly. 
  • Follow Tormach safety expectations, service procedures, and reporting requirements while maintaining a professional and customer-focused presence in the field. 

Qualifications 

Education & Experience 

  • 5+ years of hands-on CNC machining, machine repair, field service, maintenance, installation, or closely related technical experience. 
  • Technical degree, apprenticeship, military technical training, or equivalent practical experience in machining, automation, electromechanical service, or industrial equipment. 
  • Experience supporting machine setup, troubleshooting, and repair in a manufacturing or machinery environment preferred. 

Skills & Competencies

  • Working knowledge of G and M code, machine setup, tooling, workholding, speeds and feeds, and practical machining fundamentals. 
  • Ability to troubleshoot electrical, pneumatic, and mechanical systems found in CNC equipment. 
  • Strong communication, documentation, organization, and customer service skills with the ability to work independently. 
  • Proficiency with Microsoft Outlook, Teams, Word, and Excel; ERP, CRM, or ticketing experience is a plus. 


Preference will be given to candidates residing in the US Western region!


Total Rewards:

Medical, Dental, Vision, Life, LTD, STD, 401k, PTO, Holidays, Flex Schedule, ESOP, Voluntary benefits, SWAG


Read more at: www.Tormach.com