Technical Support Analyst II

Rheem Manufacturing Company; Indianapolis (IN); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Rheem Manufacturing Company is seeking a Technical Support Analyst I to deliver product support for service parts across divisions. This role works with product management, engineering, and customer service, interfacing with production, sales and customers in multiple U.S. locations.

The role follows a hybrid model with office days Monday through Thursday and remote Fridays, supporting Rheem North America from Fort Smith, AR; Indianapolis, IN; Randleman, NC; or Atlanta (Roswell), GA.

Qualifications

• Bachelor’s Degree in related field.
• 3+ years of experience in application engineering, customer service or engineering functions.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.

Responsibilities

• Assure all service parts are setup, according to the product management & sales strategy per product platform.
• Upload, edit and maintain the service parts master database, and identify required documentation for each part.
• Work with engineering, marketing and customer service to create product documentation and other support materials, with the vision to design towards customer self-service tools.
• Provide application input to engineering and production, with the goal to optimize our service installation process and opportunity.
• Support Product Management and Customer Service with any item data maintenance, or corrections.
• Support Product Management and engineering for new item setups during the NPD process, as new product platforms are created, and during product transitions.
• Assist Marketing Manager with additional projects as assigned.
• Provide technical assistance regarding all product lines.
• Provides service parts application engineering / technical product support to equipment owners, service contractors, customers, inside and outside sales, on an escalation basis, supporting the application engineering and customer service teams.

Skills

Communication

Team collaboration

Attention to detail

MS Office

Education

Bachelor’s Degree in related field

Tools

MS Office Suite

Job description

Job Description

The Technical Support Analyst I is responsible for providing product support for all service parts for designated Division/Product Lines, to assure all parts are setup for our customer's service needs across all product platforms. This role will work closely with product management, engineering and customer service at the business unit, and interface with production, sales and customers at the business unit. This position will support Rheem North America, and can be located in either Fort Smith, AR Indianapolis, IN, Randleman, NC or Atlanta (Roswell), GA. This role follows our hybrid work arrangement, with team members working in the office Monday through Thursday and remotely on Fridays.

Responsibilities

• Assure all service parts are setup, according to the product management & sales strategy per product platform.
• Upload, edit and maintain the service parts master database, and identify required documentation for each part
• Work with engineering, marketing and customer service to create product documentation and other support materials, with the vision to design towards customer self-service tools.
• Provide application input to engineering and production, with the goal to optimize our service installation process and opportunity. Working cross-functionally, to identify the right service part design, as individual part, assembly or kit options
• Support Product Management and Customer Service with any item data maintenance, or corrections
• Support Product Management and engineering for new item setups during the NPD process, as new product platforms are created, and during product transitions
• Assist Marketing Manager with additional projects as assigned.
• Provide technical assistance regarding all product lines.
• Provides service parts application engineering / technical product support to equipment owners, service contractors, customers, inside and outside sales, on an escalation basis, supporting the application engineering and customer service teams.
• Other duties as required

Qualifications

• Bachelor’s Degree in related field
• 3 + years of experience in application engineering, customer service or engineering functions
• Basic knowledge of industry related systems and the principals involved in their operation.
• Excellent communication skills, written and verbal, with attention to detail and accuracy
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrated ability to work well with others in a matrix team environment

How To Stand Out

• Experience in industry-specific technical product knowledge

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.

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 customers’ 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.