Technical Support Representative II

Rheem Manufacturing Company; San Antonio (TX); Hybrid; USD 52,000 - 70,000; Full time

Job summary

Rheem Manufacturing Company in San Antonio, TX seeks a Technical Support Representative II to provide HVAC product technical support for installation, operation and service of Rheem equipment. The role operates in a hybrid schedule with three onsite days and two remote days each week.

You will guide customers and internal teams on operation, fault finding and repair, document activities, and contribute to service manuals and training as needed.

Qualifications

• 7+ years of HVAC experience as stated in the ad.
• Ability to read, write and comprehend technical instructions.
• Demonstrated ability to work in a team environment.

Responsibilities

• Provide guidance on operation, maintenance, installation and service of Rheem products.
• Deliver detailed technical guidance including fault finding and installation recommendations.
• Track product failure trends and notify management as needed.
• Document support activities in the ticket system in a timely manner.
• Escalate critical issues to the manager when necessary.
• Assist customers to ensure a positive experience.
• Develop and update service manuals and parts lists.
• Provide training to colleagues as directed by management.
• Perform other duties as required.

Skills

HVAC experience

Teamwork

Technical reading

Customer service

Communication

Education

High school diploma or GED

Job description

Job Description

At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling, and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. 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.

The Technical Support Representative II will provide HVAC product technical support to assigned customers in the proper application, installation, operation and service of the Division’s products.

This position will serve Rheem North America, located in San Antonio, TX. This position follows a hybrid schedule, with 3 days (M-W) onsite and 2 days (Th-Fri) remote per week.

Responsibilities

• 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 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

Qualifications

• 7+ years of HVAC Experience
• High school diploma or general education degree (GED)
• Ability to read, write, and comprehend technical instructions, short correspondence, and memos
• Ability to carry out instructions furnished in written, oral, or technical diagram form
• Ability to understand basic wiring diagrams
• Ability to prioritize multiple tasks and deal with numerous interruptions
• Demonstrated ability to work well with others in a team environment

Preferred Qualifications

• Industry related experience
• 3+ years of experience in customer service in a call center environment
• Field experience servicing related product lines
• Bilingual in French/English or Spanish/English

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.