Boiler/Hydronic Tankless Technical Support Specialist

Rinnai America Corporation; South Dakota; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player in tankless water heating is seeking a Technical Support Specialist to provide remote assistance for service and installation inquiries. This role involves troubleshooting Rinnai products, documenting quality issues, and collaborating with various teams to enhance product performance. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to customer service. Join a company that values innovation and community, and be part of a team that is dedicated to delivering high-quality solutions to customers across the nation.

Qualifications

• 3-5 years of technical appliance repair experience required.
• Technical Associate degree in plumbing or electrical engineering preferred.

Responsibilities

• Provide phone support for service, installation, and troubleshooting of Rinnai products.
• Document results of failure analysis on returned products.

Skills

Effective communication skills

Technical analysis

Customer service orientation

Ability to work with teams

Education

Technical Associate degree in plumbing or electrical engineering

Tools

Word

Excel

PowerPoint

Job description

Boiler/Hydronic Tankless Technical Support Specialist

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.

What does a Technical Support Specialist do at Rinnai?

Provide phone support in the service, installation and troubleshooting of all Rinnai products. 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.
• Preferred experience: hydronic, plumbing, or boiler experience.
• Familiar with schematics and or ladder diagrams.

What you will do:

RESPONSIBILITIES

• Provide telephone support to answer inquiries 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 and honesty.
• Team player able to operate with a great deal of independence.

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.

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.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service and Other
• Industries: Building Construction