HVAC Technical Support Representative II

Remote HVAC product support role with Rheem Manufacturing in Dayton, OH, offering USD 75,000 annually to deliver installation and service support, training, and problem resolution for 2J Supply customers, with on-site visits as needed.

Responsibilities

• Provide remote technical support for HVAC product installation and service, identifying risks, requirements, and issues or escalating to appropriate resources when needed.
• Communicate technical information clearly to individuals with varying levels of experience, including customers and internal teams.
• Build and maintain positive, customer-focused relationships with Sales, Operations, and other internal partners.
• Conduct on-site customer visits to provide technical guidance, troubleshoot issues, and support problem resolution, escalating complex matters to manufacturers or senior resources as appropriate.
• Learn and utilize approved software tools for load calculations, ductwork design, and equipment planning.
• Develop and deliver training programs on product lines and applications, including certification courses and sessions to enhance product knowledge for internal and external teams.
• Participate in industry and manufacturer-led training to maintain current knowledge of products, technologies, and best practices.
• Collaborate with customers, vendors, and internal teams to ensure proper product application and adherence to technical specifications.
• Maintain accurate records of customer interactions, product issues, and service updates; provide feedback to support continuous improvement of products and services.
• Troubleshoot technical problems, respond to inquiries, and recommend effective solutions to customers and internal stakeholders.
• Utilize tracking systems to document and manage customer visits, inquiries, and ongoing communication.
• Serve as a lead trainer for the organization, delivering in-depth vendor product training and supporting a train-the-trainer model for employees and customer certification needs.
• Perform other duties and responsibilities as assigned.

Requirements

• Bachelor’s Degree in Management, Marketing, or related field.
• 3+ years of HVAC industry experience, preferably with specialized or complex product lines.
• Strong verbal, written, and interpersonal communication skills, with the ability to convey technical information clearly.
• Valid, unrestricted driver’s license with the ability to travel to branch locations and customer sites as needed.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and ability to learn and apply technical systems and manufacturer specifications.
• Demonstrated ability to troubleshoot issues, think critically, and solve problems in a fast-paced environment.
• Ability to manage multiple priorities effectively and adapt to changing demands.
• Strong customer service skills, with the ability to navigate challenging situations in a professional and solutions-oriented manner.
• Willingness to provide occasional after-hours support as needed.
• Ability to learn and utilize industry-specific tools, including load calculation and equipment design software.

Technologies

• Microsoft Office (Word, Excel, PowerPoint)
• Load calculation software
• Ductwork design software
• Equipment design software
• Tracking systems