Water Heating Technical Support Representative

The Technical Support Representative III provides frontline technical and customer support for Rheem Water Heating products. This role assists internal and external customers with product operation, installation guidance, troubleshooting, warranty-related inquiries, and parts identification while delivering an exceptional customer experience. The position serves as a key resource in resolving technical issues and ensuring customer satisfaction.

This position will support Rheem North America, located at a Rheem main office. This can include Montgomery, AL, Fort Smith, AR, San Antonio, TX, Lewisville, TX, O'Fallon, MO, Oxnard, CA, Lawnside, NJ, or Pine Brook, NJ. This role follows our hybrid work arrangement, requiring team members to be on-site, in-office 2-4 days per week.

• Provide guidance to internal and external customers on proper operation, user maintenance, application, parts identification, and other duties assigned to support company products.
• Provide detailed technical guidance to internal and external customers including but not limited to fault finding, installation recommendations, repair guidance and participation in the Factory Start up program for large installations of company products. 
• Track emerging product failure related trends based upon feedback from external customers and notify management when appropriate. 
• Document support activities via the call ticket system ensuring that all inquiries are logged and appropriated coded and completed in a timely manner.
• Notify immediate manager of issues pertaining to critical customers, product field failures or other circumstances requiring management involvement.
• Assist customers with their issues in a timely and effective manner to ensure a positive customer experience is achieved.
• Develop, modify and update as required service manuals and parts lists for products. 
• Provide informal /formal training to colleagues as directed by management.
• Perform other duties as required
   

• High school diploma or GED required. 

• 5+ years of experience supporting and troubleshooting mechanical, electrical, or electronic equipment.

• Experience in a customer service focused role. Call center experience preferred.

• Ability to read, write, and comprehend technical instructions, correspondence, and product documentation. 

• Ability to follow verbal and written instructions and apply technical information to customer situations. 

• Basic ability to interpret wiring diagrams, schematics, and technical drawings. 

• Strong problem-solving and troubleshooting skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Strong communication and customer service skills. 

• Demonstrated ability to work effectively in a team environment.

Preferred Qualifications:

• HVAC or plumbing related experience

• Field service, installation, maintenance, or repair experience. 

• Bilingual in English/Spanish or English/French.

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

• Adapting 
• Business Understanding 
• Collaborating 
• Communicating Effectively 
• Continuously Improving 
• Customer-Orientation 
• Developing Self 
• Focusing on Results 
• Influencing 
• Managing Relationships 
• Managing Work 
• Problem Solving & Decision Making

The pay scale for this position $51,500 - $83,268. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria. 

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