Water Heating Tech Support Specialist — Hybrid

Rheem Manufacturing Company; San Antonio (TX); Híbrido; USD 52.000 - 83.000; Jornada completa

Descripción de la vacante

Rheem Manufacturing Company in the United States seeks a Technical Support Representative III to provide frontline technical and customer support for Water Heating products. You will assist customers with operation, installation guidance, troubleshooting, warranty inquiries, and parts identification, delivering an exceptional customer experience.

This position supports Rheem North America, with a hybrid on-site requirement of 2-4 days per week in listed locations across the U.S.

Formación

• 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 and comprehend technical instructions and product documentation.
• Ability to multitask in a fast-paced environment.

Responsabilidades

• 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 inquiries are logged 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.
• 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.

Conocimientos

Technical support

Troubleshooting

Customer service

Documentation reading

Multitasking

Communication skills

Educación

High school diploma or GED

Descripción del empleo

Rheem Manufacturing Company in the United States seeks a Technical Support Representative III to provide frontline technical and customer support for Water Heating products. You will assist customers with operation, installation guidance, troubleshooting, warranty inquiries, and parts identification, delivering an exceptional customer experience.

This position supports Rheem North America, with a hybrid on-site requirement of 2-4 days per week in listed locations across the U.S.