HVAC Technical Support Specialist - Field & Training

Rheem Manufacturing Company; Omaha (NE); In loco; USD 60.000 - 85.000; Tempo pieno

Descrizione del lavoro

Rheem Midwest Distribution (RMD) – Air Management Supply and Design Air, a part of Rheem, seeks an HVAC Technical Support Representative to serve as a technical expert for contractors, customers, and internal teams. You will troubleshoot HVAC equipment and support warranty processes, delivering technical training and exceptional service.

The ideal candidate has 5+ years of HVAC experience, strong communication skills, and a willingness to travel up to 25% to support customer visits and training

Competenze

• Minimum 5 years of related HVAC experience in a technical capacity is required.
• Experience in preventative maintenance, installation, and repair of heating, ventilating or air conditioning systems required.
• Strong mechanical and electrical troubleshooting skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts to audiences with varying levels of expertise.
• Ability to read and interpret wiring diagrams, schematics, and technical documentation.
• Willingness to travel 25% locally for customer visits, technical support, and training activities.

Mansioni

• Serve as a primary technical resource for contractors, customers, and internal team members.
• Troubleshoot equipment and system issues ranging from basic to highly complex via phone, email, virtual meetings, and on-site visits.
• Analyze technical problems, identify root causes, and recommend effective solutions.
• Clearly communicate technical findings, recommendations, and resolutions to customers, colleagues, and manufacturers.
• Support local branch teams with technical expertise and product application assistance as needed.
• Utilize multiple resources, technical documentation, and manufacturer tools to research and resolve issues.
• Develop and deliver technical training programs for customers, contractors, and internal staff.
• Conduct on-site and classroom-style training sessions on equipment operation, installation, troubleshooting, and best practices.
• Provide ongoing education and support to improve customer confidence and product knowledge.
• Evaluate warranty claims and equipment issues to determine eligibility and appropriate resolution.
• Inspect returned, damaged, defective, or recalled equipment and coordinate vendor return and repair processes.
• Review customer labor claims and provide recommendations based on warranty guidelines and product requirements.
• Partner with manufacturers and vendors to facilitate warranty support and issue resolution.
• Collaborate with the Design Engineering team to interpret and develop wiring diagrams and system layouts.
• Assist in reviewing equipment applications and system configurations to ensure proper installation and performance.
• Provide technical guidance on product selection, operation, and system functionality.
• Accurately document customer interactions, technical issues, resolutions, warranty claims, and follow-up activities within the CRM system.
• Maintain detailed records and ensure timely communication regarding open issues and customer requests.
• Deliver a high level of customer service by responding promptly, professionally, and effectively to all inquiries.
• Follow through on commitments and ensure customer concerns are resolved to completion.
• Conduct field visits to customer sites for technical support, diagnostics, and training.
• Stay current on product updates, manufacturer requirements, industry trends, and emerging technologies.
• Perform other duties and special projects as assigned.

Conoscenze

Mechanical troubleshooting

Electrical troubleshooting

Communication skills

Travel willingness

CRM proficiency

Problem solving

Formazione

HVAC degree (preferred)

Hydronics knowledge

Strumenti

CRM systems

Microsoft Office

Descrizione del lavoro

Rheem Midwest Distribution (RMD) – Air Management Supply and Design Air, a part of Rheem, seeks an HVAC Technical Support Representative to serve as a technical expert for contractors, customers, and internal teams. You will troubleshoot HVAC equipment and support warranty processes, delivering technical training and exceptional service.

The ideal candidate has 5+ years of HVAC experience, strong communication skills, and a willingness to travel up to 25% to support customer visits and training