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.

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we're passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. 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.

Our Behavior Based Values set us apart:

• Listening to Understand - Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively - Applying creativity, seeking improvements, understanding from the customers' lens
• Acting with Responsibility - Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.

• 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.

#LI-Hybrid

#LI-LS1

• 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

• 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