HVAC Technical Support Representative III

U.S. Water Heating; O’Fallon (MO); On-site; USD 65,000 - 80,000; Full time

Job summary

Rheem North America in O'Fallon, MO is seeking a Technical Support Representative III to provide expert technical assistance on HVACR products, installation and service. This on-site role supports large installations and requires strong communication, troubleshooting and documentation skills.

The successful candidate will have 5+ years of HVACR troubleshooting experience, an Associate’s Degree or HVAC accreditation, and the ability to travel occasionally. Training provided as needed.

Qualifications

• Associate’s Degree or HVAC accreditation required.
• 5+ years troubleshooting HVACR appliances.
• Excellent written and verbal communication.
• Intermediate computer skills.
• Able to travel occasionally.

Responsibilities

• Provide technical support for installation, operation, and service of HVACR products.
• Guide customers on operation and maintenance, applications, and parts identification.
• Document support activities via the call ticket system with timely logging and coding.
• Notify manager of issues with critical customers or product field failures.
• Develop, modify and update service manuals and parts lists as required.
• Provide training to colleagues as directed by management.
• Perform other duties as required.

Skills

HVAC troubleshooting

Customer communication

Technical documentation

Multi-tasking

Travel readiness

Education

Associate’s Degree or HVAC accreditation

Tools

Ticketing system

Office software

Job description

TheTechnical Support RepresentativeIII will provide product technical support to the Division’s assigned customers in the proper application, installation, operation and service of the Division’s products.

This position will serve Rheem North America, located in O'Fallon, MO. This is an on-site position.

• Provide guidance to internal and external customers on proper operation, user maintenance, application, parts identification, and other duties assigned to support company products.

• Provide detailed technical guidance to internal and external customers including but not limited to fault finding, installation recommendations, repair guidance and participation in the Factory Start up program for large installations of company products.

• Track emerging product failure related trends based upon feedback from external customers and notify management when appropriate.

• Document support activities via the call ticket system ensuring that all inquiries are logged and appropriately coded and completed in a timely manner.

• Notify immediate manager of issues pertaining to critical customers, product field failures or other circumstances requiring management involvement.

• Assist customers with their issues in a timely and effective manner to ensure a positive customer experience is achieved.

• Develop, modify and update as required service manuals and parts lists for products.

• Provide informal /formal training to colleagues as directed by management.

• Perform other duties as required

• Associate’s Degree or HVAC accreditation from technical trade school.

• 5+ years of experience in troubleshooting and repair of HVACR systems appliances

• Must have excellent written and verbal communication skills and demonstrated ability to work both and with others.

• Intermediate computer skills and common computer software applications.

• Must be able to multi task

• Some travel is required.

Preferred Qualifications:

• Universal HVAC certification or enrolled to obtain HVAC certification.

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.

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