The posting
Job Description
The Technical Support Representative I provides frontline technical and customer support for Rheem Commercial Water Heating products. This role assists internal and external customers with product operation, installation guidance, troubleshooting, warranty-related inquiries, and parts identification while delivering an exceptional customer experience. The position serves as a key resource in resolving technical issues and ensuring customer satisfaction.
This position will support Rheem North America, located in Montgomery, AL. This role follows our hybrid work arrangement, requiring team members to be on-site, in-office 2-4 days per week.
Responsibilities
- Provide technical assistance to internal and external customers regarding product operation, maintenance, installation, and application.
- Assist customers with troubleshooting product issues by using established diagnostic and support processes.
- Identify and recommend replacement parts using product literature, parts breakdowns, and technical resources.
- Document customer interactions and technical support activities accurately within the ticketing system.
- Escalate complex technical issues, product concerns, and emerging trends to senior team members or management as appropriate.
- Support customers in a timely and professional manner to ensure a positive customer experience.
- Utilize technical manuals, wiring diagrams, installation instructions, and other resources to assist with problem resolution.
- Collaborate with team members and cross-functional partners to resolve customer issues.
- Participate in product and technical training to develop knowledge of Rheem products and support processes.
- Perform other duties as assigned.
Qualifications
- High school diploma or GED required.
- Some 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.
Preferred Qualifications:
- 2+ years of customer service experience, preferably in a call center, technical support, or service-related environment.
- Experience supporting technical products, appliances, HVAC, water heating, plumbing, electrical systems, or related industries.
- Experience in troubleshooting mechanical, electrical, or electronic equipment.
- Field service, installation, maintenance, or repair experience.
- Bilingual in English/Spanish or English/French.
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
#LI-NH #LI-Hybrid
About Us
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.
