Boiler Technical Support Representative III

Rheem Manufacturing Company; Lawnside (NJ); Remote; USD 52,000 - 83,000; Full time

Job summary

Rheem Manufacturing Company seeks a Technical Support Representative III to provide expert technical assistance to commercial and residential customers and contractors. The role is primarily remote with occasional fieldwork for diagnostics and resolutions on boilers, heat pumps, tankless water heaters, air handlers, heat exchangers, and related parts.

Responsibilities include troubleshooting, warranty interpretation, CRM ticket management, and creating process guides.

Qualifications

• High School Diploma or equivalent.
• 5+ years in field or customer service in refrigeration, hydronic heating, HVAC, home appliances or automotive.
• Remote technical support and customer service experience.
• Extensive CRM record-keeping experience.
• Experience with field wiring, programming, and commissioning of boilers/heating equipment/parts is an asset.
• Excellent customer service and communication skills; meticulous and owner-minded.
• Advanced proficiency in CRM and MS Office Suite; strong teamwork.

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.

Skills

Customer service

Technical troubleshooting

CRM proficiency

MS Office

Verbal and written communication

Time management

Team collaboration

Problem solving

Education

High School Diploma or equivalent

Tools

CRM

MS Office Suite

Job description

Job Description

The Technical Support Representative 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.

Job Description

The Technical Support Representative 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.

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

• High School Diploma or equivalent
• 5+ years of 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.
• Experience in performing field wiring, programming, and commissioning of boilers/heating equipment/parts is an asset.
• Excellent customer service skills.
• Mechanically inclined.
• Excellent verbal and written communication skills.
• Meticulous in nature, with a strong focus on accuracy.
• Advanced proficiency in CRM.
• 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.
• 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.

As a Leader At Rheem, How You Achieve Results Is As Important As The Results You Achieve. While LEADING SELF, You Will Be Expected To Demonstrate The Following Competencies And Behaviors

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

The pay scale for this position $51,500 - $83, 268. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.

About Us

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives every day.

Our Behavior Based Values Set Us Apart

• Listening to Understand: Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively: Applying creativity, seeking improvements, understanding from the customer's lens
• Acting with Responsibility: Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.