Technical Support Representative Ii

Description
A Career at Rheem: Where Comfort Is Your Calling
At Rheem, we’re dedicated to bringing comfort to people’s lives. And, as a leading global manufacturer of heating, cooling, and water heating equipment, we’re innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It’s an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join the team and help shape the future of products that impact people’s lives—every day.
The TECHNICAL SUPPORT REPRESENTATIVE is responsible for rendering knowledgeable assistance to customers in solving and diagnosing product service and installation problems for documented and undocumented issues related to multiple product types.
This position will serve our Water Heating Division and can be in located in proximity of Montgomery, AL or Atlanta, GA.
What You’ll Do

• Provide verbal and written technical assistance to customers having product service, installation, repair and general product questions for multiple product types. Record and document problems and resolutions offered in CRM.
• Exhibit a level of mastery when using the company’s computer systems related to the job functions.
• Exhibit a basic understanding of water heater sizing
• Exhibit a high level of customer service diplomacy in stressful situations while being adaptable to changes and creating goodwill with internal and external customers.
• Must attend work regularly.
• Process and follow-up on warranty claims authorized by Technical Support, place orders for replacement warranty parts, and dispatch service contractors as required.
• Explain and interpret warranties to customers as they apply to products.
• Understand product operation for multiple product types and communicate this information to callers.
• Understand technical product specifications and water heater fundamentals for multiple product types and be able to communicate this information to the caller. *

Job Qualifications
What You’ll Need

• Ability to understand basic wiring diagrams
• Basic troubleshooting experience
• Basic Computer Data Entry Skills (Will be Assessed)
• High school diploma or general education degree (GED)
• Ability to read, write, and comprehend technical instructions, short correspondence, and memos
• Meets basic required skills, knowledge, and abilities of Technical Support Rep I
• Two years of experience as a Technical Support Rep I. Equivalent experience in a related field, equivalent applicable training, or combination of all may substitute above requirement.
• Ability to carry out instructions furnished in written, oral, or technical diagram form
• Demonstrated ability to work well with others in a team environment
• Able to work weekends, staggered shifts, and holidays
• Completed Career Path Development process for a Technical Support Rep II, or equivalent experience
• History of regular and consistent attendance at work
• Received "Meets Standards" in all areas of their most recent employee review as a Technical Support Rep I
• Ability to prioritize multiple tasks and deal with numerous interruptions
• Customer Facing work experience

How To Stand Out

• Bilingual in French/English or Spanish/English
• Standardized work
• Continuous learning
• Attention to detail
• Field experience servicing either electric or gas appliances--water heaters
• Customer service related experience in a call center providing technical support

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, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.
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.
Primary Location
US-AL-Montgomery
Work Locations
Rheem Water Heating Interstate Dr - MGM (AL)
Job
Customer Service & Contact Center Operations
Organization
U.S. Water Heating
Schedule
Full-time
Shift
Day Job
Employee Status
Regular
Job Type
Standard
Job Level
Non-Management
Travel
Yes, 10 % of the Time
Job Posting
May 3, 2023, 11:29:51 AM