Technical Support Parts Representative

Creating A Healthier Way of Living 

Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes “yank the tank” and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.

Rinnai America Corporation (RAC) is looking for RAC-STARS! Check out why Rinnai is the hottest place to work https://www.rinnai.us/about/why-rinnai.

What does a Technical Support Parts Representative do at Rinnai?

Deliver exceptional customer experience by responding to and resolving parts orders and general inquiries via phone and digital channels. Provide timely order support to Service Providers in the field, including order status updates and product availability. Process part orders and credit card transactions.

• This position is located at 103 International Drive Peachtree City, GA with a hybrid schedule. 
• Must be able to work a schedule between the hours of 8am - 8pm EST. 
• Other Perks/Benefits: Best-in-class health benefit programs that provide eligibility on 1st day of employment, 401k match, Paid Volunteer Community Service Day, and so much more.

FOCUS ON SERVICE PRODUCT SUPPORT 

• Deliver a world-class customer service experience to Rinnai’s indirect customer base, primarily Service Providers, by supporting product and part-related inquiries.
• Respond to and resolve inquiries via phone, email, and other communication channels in a timely, accurate, and professional manner. Some light troubleshooting may be required. Process parts orders, credit card transactions, and web orders in support of the Technical Support team.
• Accurately document all customer interactions within Rinnai’s case management system to track needs, issues, and resolutions.
• Utilize available technologies, product literature, and established processes to ensure accuracy and operational effectiveness.
• Assist customers in identifying required parts and accurately enter and process orders within the order entry system.
• Process credits and related documentation for order discrepancies, including incorrect shipments and unit swaps.
• Maintain detailed and up-to-date knowledge of Rinnai products and parts.
• Provide order status updates, including shipping and return inquiries, and proactively monitor and expedite orders as needed.
• Provide feedback for continuous improvement of internal and external knowledge base resources.
• Perform additional duties as assigned, including overtime as needed.
• Ensure awareness of and compliance with all Company policies and procedures.

REQUIREMENTS:

KNOWLEDGE

• High school diploma or equivalent required.
• 3 + years' experience, demonstrated strong customer service skills
• Proven experience supporting customers in a multi-channel environment (phone, email, chat).
• Customer Resolution Techniques to complete customer situations.
• HVAC / Plumbing industry experience preferred.

SKILLS

• Intermediate computer proficiency, including experience with Microsoft Office.
• Professional, confident, and courteous communication skills, particularly in phone interactions.
• Strong verbal and written communication skills, with the ability to convey and interpret information clearly and concisely.
• Effective time management skills, with the ability to listen, prioritize, and follow through with appropriate action.
• Comfortable applying sales techniques to present value-added services and solutions to customers.

ABILITIES

• Must be able to work a rotating shift between the hours of 8 AM and 8 PM Eastern, including weekends and holidays.
• Must have the ability to work onsite; this is not a remote position.
• Ability to work co-operatively and effectively in a team environment.
• Build and maintain effective relationships with all levels of staff and customers.
• Strong customer service orientation
• Adaptability and flexibility
• Ability to plan and operate with a minimum of supervision
• Approachable, able to establish rapport
• Extensive or high volume of paperwork/digital data
• Detail-oriented and accurate

PHYSICAL REQUREMENTS:

PHYSICAL ACTIVITIES

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Repeating motions that may include the wrists, hands and/or fingers.
• Communicating with others to exchange information.

ENVIRONMENTAL CONDITIONS 

• No adverse environmental conditions expected.

PHYSICAL DEMANDS

• Light work that includes moving objects up to 20 pounds.

BENEFITS

 Health Benefit Programs

Paid Time Off (PTO)

Floating Holidays (FH)

Paid Holidays

Retirement Plan

Company Paid Life Insurance

Voluntary Life Insurance

Professional Development

Tuition Reimbursement

Annual Incentive Plan (AIP)

Referral Bonuses

Paid Volunteer Community Service Day

Tobacco and Drug-Free Campuses

Employee, family, and friend’s discount

Rinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.