Technical Support Representative II

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

This position will serve Rheem North America, located in Roswell, GA or Montgomery, AL. This position follows a hybrid schedule, with 2 days onsite and 3 days remote per week.

• 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 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 appropriated 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

• High school diploma or general education degree (GED) 

• 3+ years of experience in customer service in a call center environment

• 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

• 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.

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