Technical Support Representative II

Join Rheem Manufacturing and support customers with the technical expertise they need to get the most from Rheem products. In this hybrid role based in Roswell, GA (also supporting Montgomery, AL), you’ll provide hands-on guidance for proper application, installation, operation, and service. The schedule is 2 days onsite and 3 days remote, helping you balance collaboration with focused, remote support time.

What You’ll Do

As a Technical Support Representative II, you’ll work with internal and external customers to deliver clear, detailed support across Rheem product issues. Your day-to-day includes troubleshooting, coordinating guidance for installation and repairs, and helping customers understand proper use and ongoing maintenance.

• Provide guidance on proper operation, user maintenance, application, parts identification, and other assigned duties related to company products.
• Deliver detailed technical guidance for fault finding, installation recommendations, and repair guidance.
• Support the Factory Start up program for large installations of company products.
• Track emerging product failure trends based on external customer feedback and notify management when appropriate.
• Document support activity using the call ticket system, ensuring inquiries are logged, appropriately coded, and completed in a timely manner.
• Escalate issues to your immediate manager involving critical customers, product field failures, or other situations requiring management involvement.
• Assist customers in a timely and effective manner to help ensure a positive customer experience.
• Develop, modify, and update service manuals and parts lists as required.
• Provide informal and formal training to colleagues as directed by management.
• Perform other duties as required.

What You Bring

• High school diploma or 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
• Strong ability to prioritize multiple tasks and manage 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

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