Water Heating Tech Support Specialist

Rheem Manufacturing Company; Fort Smith (AR); Hybrid; USD 52,000 - 83,000; Full time

Job summary

Rheem Manufacturing Company seeks a Technical Support Representative III to provide frontline technical and customer support for Water Heating products. You will guide customers through operation, installation, troubleshooting, warranty inquiries, and parts identification to ensure an exceptional customer experience.

The role supports Rheem North America from a main office and requires 2–4 days on-site weekly at listed locations.

Qualifications

• High school diploma or GED required.
• 5+ years of experience supporting and troubleshooting mechanical, electrical, or electronic equipment.
• Experience in a customer service focused role. Call center experience preferred.
• Ability to read, write, and comprehend technical instructions, correspondence, and product documentation.
• Ability to follow verbal and written instructions and apply technical information to customer situations.
• Basic 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 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 fault finding, installation recommendations, repair guidance and participation in the Factory Start up program for large installations 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.

Skills

Technical literacy

Customer service

Multitasking

Communication

Teamwork

Problem solving

Electrical troubleshooting

Wiring diagrams

Schematics

Follow instructions

Reading manuals

Education

High school diploma or GED

Job description

Rheem Manufacturing Company seeks a Technical Support Representative III to provide frontline technical and customer support for Water Heating products. You will guide customers through operation, installation, troubleshooting, warranty inquiries, and parts identification to ensure an exceptional customer experience.

The role supports Rheem North America from a main office and requires 2–4 days on-site weekly at listed locations.