Technical Support Specialist I - Hybrid (Water Heating)

U.S. Water Heating; Montgomery (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

Rheem North America, located in Montgomery, AL, seeks a Technical Support Representative I to provide frontline technical and customer support for Rheem Water Heating products. The role covers operation guidance, troubleshooting, warranty inquiries, and parts identification while delivering an exceptional customer experience.

This hybrid position requires on-site presence 2-4 days per week and collaboration with cross-functional teams.

Qualifications

• High school diploma or GED required.
• Some experience in a customer service focused role preferred.
• Ability to read, write, and comprehend technical instructions and product documentation.
• Ability to follow verbal and written instructions and apply technical information to customer situations.
• Ability to interpret wiring diagrams, schematics, and technical drawings.
• Strong problem-solving and troubleshooting skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and customer service skills.
• Demonstrated ability to work effectively in a team environment.

Responsibilities

• Provide technical assistance to internal and external customers regarding product operation, maintenance, installation, and application.
• Assist customers with troubleshooting product issues by using established diagnostic and support processes.
• Identify and recommend replacement parts using product literature, parts breakdowns, and technical resources.
• Document customer interactions and technical support activities accurately within the ticketing system.
• Escalate complex technical issues, product concerns, and emerging trends to senior team members or management as appropriate.
• Support customers in a timely and professional manner to ensure a positive customer experience.
• Utilize technical manuals, wiring diagrams, installation instructions, and other resources to assist with problem resolution.
• Collaborate with team members and cross-functional partners to resolve customer issues.
• Participate in product and technical training to develop knowledge of Rheem products and support processes.
• Perform other duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Education

High school diploma or GED

Job description

Rheem North America, located in Montgomery, AL, seeks a Technical Support Representative I to provide frontline technical and customer support for Rheem Water Heating products. The role covers operation guidance, troubleshooting, warranty inquiries, and parts identification while delivering an exceptional customer experience.

This hybrid position requires on-site presence 2-4 days per week and collaboration with cross-functional teams.