Boiler/Hydronic Tankless Technical Support Specialist (Remote)

Rinnai America Corp; United States; Remote; USD 34,000 - 49,000; Full time

Benefits offered by this job

Health benefits

401k match

PTO

Paid holidays

Life insurance

Disability insurance

Tuition reimbursement

Professional development

Volunteer day

Job summary

Rinnai America Corporation is seeking a Technical Support Specialist for remote service, installation and troubleshooting of Rinnai products across the United States. You will identify, document and resolve quality issues and assist in repair analysis to ensure service continuity.

The role offers remote work with onsite training in Peachtree City, GA, and pay up to $30/hr depending on experience, plus comprehensive benefits including health, 401(k) match and more.

Qualifications

• Technical Associate degree in plumbing or electrical engineering or equivalent experience.
• Relevant licensure preferred.
• 3–5 years of proven technical appliance repair experience; background in electronics/plumbing/hydronics/boiler a plus.

Responsibilities

• Provide telephone support for service, installation and troubleshooting of all Rinnai products.
• Document failure analyses and coordinate repairs or rework on returned products.
• Liaise with Sales, Marketing, Engineering and Service staff to understand product features and quality controls.
• Gather and document information on potential quality/performance issues and suggest corrective actions.
• Maintain records of work orders, quality reports, failure analyses, RGAs, credits, returns and shipping requests.
• Support and maintain company tools, equipment and property.
• Adapt to changing business demands and perform other duties as required.
• Ensure compliance with Company Policies and Procedures.

Skills

Effective communication

Teamwork

Customer service orientation

Problem solving

Multilingual (Spanish/French)

Education

Technical Associate degree in plumbing or electrical engineering

Licensure preferred

Tools

Word

Excel

PowerPoint

Ladder diagrams

Job description

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 workhttps://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 rate for a Technical Support Specialist is up to $30/hr. depending on 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)
• Relevant licensure preferred
• 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.

Benefits

• 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
• Annual Incentive Plan (AIP)
• Referral Bonuses
• 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.