Boiler/Hydronic Tankless Technical Support Specialist

Rinnai America Corporation; Massachusetts; Remote; USD 42,705 - 49,593; Full time

Benefits offered by this job

Best-in-class health benefit programs

401k match

Paid Volunteer Community Service Day

Tuition Reimbursement

Paid Time Off

Job summary

A leading water heating manufacturer is seeking a Technical Support Specialist. This remote role involves providing phone support for service, installation, and troubleshooting of products. Candidates should have a Technical Associate degree and 3-5 years of technical appliance repair experience, along with strong communication skills. The position offers a pay range of $31-$36 per hour and includes benefits like health coverage and a 401k match.

Qualifications

• 3-5 years of proven technical appliance repair experience.
• Background in electronics, plumbing systems, hydronics, or boiler systems is a plus.
• Ability to communicate effectively with diverse audiences.

Responsibilities

• Provide telephone support for Rinnai products.
• Liaise with Sales, Marketing, Engineering, and Service staff.
• Document results of failure analysis on returns.

Skills

Effective communication skills

Technical analysis

Customer service orientation

Knowledge of Word, Excel, PowerPoint

Education

Technical Associate degree in plumbing or electrical engineering

Job description

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 Specialist do at Rinnai?

Provide phone support in the service, installation and troubleshooting of all Rinnai product. Ensure the identification, documentation, and resolution of quality/performance issues; Support in the repair and/or failure analysis of product returned to Rinnai. THIS IS A REMOTE EMPLOYMENT OPPORTUNITY.

• This position is remote. You may have to attend onsite training at Corporate Office: 103 International Dr. Peachtree City, GA.
• The pay range for the position is $31.00 - $36.00 per hour based on skills, education, and experience.
• 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.
• Preferred experience: hydronic, plumbing, or boiler experience. Familiar with schematics and or ladder diagrams.
• This position requires flexibility in scheduling based on business and customer support needs. While standard hours are typically maintained, occasional evenings, weekends, and/or on-call shifts may be required to ensure timely resolution of technical issues and maintain service continuity.

RESPONSIBILITIES

• Provide telephone support to answer inquires on service, installation and troubleshooting procedures for all Rinnai products.
• Responsible for following through with repairs, rework, rebuilding and/or maintenance on all products returned to Rinnai, to include documenting results of failure analysis on product.
• Liaise with Sales, Marketing, Engineering and Service staff to maintain an understanding of product features/specifications and quality controls standards.
• Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions.
• Ensure records of all work orders, quality control reports, failure analysis, RGA’s, credits, returns, shipping request, etc. are completed with details related to work and/or services performed.
• Maintain company provided tools, equipment, and property.
• Embrace and support growing business demands in a changing environment
• Other duties and responsibilities as required
• Awareness and compliance of Company Policies and Procedures

REQUIREMENTS

KNOWLEDGE

• Technical Associate degree in plumbing or electrical engineering (or equivalent related professional experience)
• 3-5 years of proven and demonstrated technical appliance repair experience. Background in electronics, plumbing systems, hydronics and/or boiler systems a plus.

SKILLS

• Effective communication skills, both written and verbal with the ability to present in front of groups.
• Knowledge and use of Word, Excel, and PowerPoint.
• High degree of technical analysis.
• Ability to work with various levels of people / customers / teams.
• Customer / Quality discipline.

ABILITIES

• Professional approach; confidence in dealing with people
• Commitment to achieving business goals
• Strong technical / customer service orientation
• High levels of personal integrity, honesty
• Team player able to operate with a great deal of independence
• Multilingual proficiency in Spanish or French is preferred but not required

PHYSICAL REQUIREMENTS

PHYSICAL ACTIVITIES

• Remaining in a stationary position, often standing, or sitting for prolonged periods. Occasionally repeating motions that may include the wrists, hands and/or fingers.
• Communicating with others to exchange information and assessing the accuracy, neatness and thoroughness of the work assigned.

PHYSICAL DEMANDS

• Constant sedentary work that primarily involves sitting/standing.

ENVIRONMENTAL CONDITIONS

• Constantly no adverse environmental conditions expected.

Medical, Dental, Vision, and Prescription

Flexible Spending Account (FSA) options for Medical and Dependent Care

Paid Time Off (PTO), Floating Holidays (FH)

Paid Holidays

401(k) Plan with Company Match

Company Paid Life Insurance

Voluntary Life Insurance

Short- and Long-Term Disability

Professional Development

Tuition Reimbursement

Paid Volunteer Community Service Day

Tobacco and Drug-Free Campuses

Employee, family, and friend’s discount

This is an evergreen position. Applications are reviewed on an ongoing basis, and qualified candidates will be contacted as new positions open that align with their experience.

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.