Product Support Specialist III

Rheem Manufacturing Company; Burnaby; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Rheem Manufacturing Company in Burnaby, BC is seeking a Product Support Specialist III to deliver expert technical support for commercial and residential customers and contractors. The role combines remote diagnostics with periodic fieldwork, focusing on boilers, heat pumps, water heaters, air handlers, and related components.

You will troubleshoot, interpret warranty information, document resolutions in the CRM, and draft guides to help customers move from issues to reliable solutions.

Qualifications

• Experience in field or customer service in refrigeration, hydronic heating, HVAC, home appliances or automotive.
• Experience providing remote technical support and customer service.
• CRM experience preferred.
• Field wiring, programming, and commissioning experience are assets.

Responsibilities

• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Identify problems, troubleshoot errors, and explain and initiate repairs remotely.
• Support customers in interpreting warranty information.
• Arrange for malfunctioning or defective items to be returned for repair or replacement.
• Track requests, troubleshoot problems, document resolutions and determine warranty eligibility in CRM.
• Draft process documents and troubleshooting guides.
• Ensure full resolution and closure of tickets.
• Perform other duties as assigned.

Skills

Technical support

Diagnostics

Verbal & written comms

MS Office

CRM documentation

Problem solving

Team collaboration

Ownership

Education

Gas Fitter G1/2 or Class A/B (asset)

HVAC/Refrigeration Red Seal (asset)

Automotive Red Seal (asset)

Plumbing Red Seal (asset)

Tools

CRM software

MS Office

Job description

Are you fueled by the thrill of solving problems and the satisfaction of turning customers' worries into smiles? We have an opportunity for you to do just that! As a Product Support Specialist at our company, you will be a crucial part of our mission to deliver outstanding technical support to both commercial and residential clients.

Harness your technical prowess in a hybrid role that offers flexibility without missing out on the in-person engagements that so many of us thrive on. You'll find yourself diving into the diverse challenges of diagnostics and resolutions for an array of post-sale issues. Your playground will include boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

Take your passion for problem-solving to the next level and join our team to make a tangible difference in the day-to-day lives of our customers. Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions. Don't miss this opportunity to turn your passion into a rewarding career!

Position Summary

The Product Support Specialist III provides technical support for commercial and residential customers and contractors. The role will be primarily remote but may need to engage in fieldwork at times, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

Schedule: Monday to Friday, 8 am to 4:30 pm. However, a 6:00 AM start may be needed at times. May occasionally require weekends and holidays.

Work Arrangement: Hybrid

Reporting to: Manager, Customer Experience

Work Location: You can work out of either locations listed below:

Burnaby, Canada: 8015 N Fraser Wy, Burnaby, BC V5J 5M8

Lawnside, USA: 121 Walter A Gaines Wy, Lawnside, NJ 08045, United States

Responsibilities

• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Identify problems, troubleshoot errors, and explain and initiate the repairs process, remotely.
• Support customers in the interpretation of warranty information.
• Arrange for malfunctioning or defective items to be returned for repair or replacement.
• Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions and determine warranty eligibility on CRM.
• Drafting process documents and troubleshooting guides.
• Ensure full resolution and conclusion of tickets.
• Performs other duties as assigned.

Qualifications

Work Experience:

• Prior experience providing field or customer service in one or more of the following sectors: refrigeration, hydronic heating, HVAC, home appliances or automotive.
• Prior experience providing remote technical support and customer service.
• Prior experience maintaining extensive customer records on CRM is preferred.
• Experience in performing field wiring, programming, and commissioning of boilers/heating equipment/parts is an asset.

Knowledge, Skills, & Abilities:

• Mechanically inclined.
• Excellent verbal and written communication skills.
• Meticulous in nature, with a strong focus on accuracy.
• Working proficiency in MS Office Suites.
• Demonstrated ability to work well with others in a matrix team environment.
• Ability to see cases and tickets through to their conclusion.
• Demonstrated ownership.
• Ability to manage time on tickets efficiently.
• Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
• Excellent problem-solving skills for technical products.

Education and Certificates:

• Gas Fitter G1/2 or Class A/B is an asset but not required.
• HVAC and Refrigeration Red Seal is an asset but not required.
• Automotive Red Seal is an asset but not required.
• Plumbing Red Seal is an asset but not required.