Technical Support Analyst II

U.S. Water Heating; Randleman (NC); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Rheem North America is seeking a Technical Support Analyst I to provide product support for service parts across product platforms. The role collaborates with product management, engineering, and customer service within the business unit and interfaces with production, sales and customers.

The position follows a hybrid work arrangement, located in Fort Smith, AR; Indianapolis, IN; Randleman, NC; or Atlanta (Roswell), GA, with in-office Monday–Thursday and remote Fridays.

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.
• Proficient computer skills and in-depth knowledge of MS Office Suite.
• Demonstrated ability to work well with others in a matrix team environment.

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

Skills

Communication

Teamwork

Problem solving

Education

Bachelor's Degree

Tools

MS Office Suite

Job description

The Technical Support Analyst II 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.

• 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

• 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.