Water Heating Technical Support Representative

Join Rheem Manufacturing as a Water Heating Technical Support Representative and help customers get the most from Rheem Water Heating products. This hybrid role in O'Fallon, MO combines hands-on technical support with real customer service impact, supporting both internal teams and customers with operation guidance, troubleshooting, installation questions, warranty-related inquiries, and parts identification. You will also be part of a team culture focused on continuous improvement and customer orientation.

What you’ll do

• Provide technical assistance to internal and external customers on product operation, maintenance, installation, and applications.
• Guide customers through troubleshooting using established diagnostic and support processes.
• Help identify and recommend replacement parts using product literature, parts breakdowns, and technical resources.
• Accurately document customer interactions and support activities in the ticketing system.
• Escalate complex technical issues, product concerns, and emerging trends to senior team members or management when appropriate.
• Support customers in a timely and professional manner to maintain a positive experience.
• Use technical materials such as technical manuals, wiring diagrams, and installation instructions to resolve issues.
• Collaborate with team members and cross-functional partners to move issues toward resolution.
• Complete product and technical training to strengthen knowledge of Rheem products and support processes.
• Perform other duties as assigned.

What you bring

• 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.
• Proven 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 such as appliances, HVAC, water heating, plumbing, electrical systems, or related industries.
• Troubleshooting experience with mechanical, electrical, or electronic equipment.
• Field service, installation, maintenance, or repair experience.
• Bilingual in English/Spanish or English/French.

How you achieve results at Rheem

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

Location and work arrangement

This role supports Rheem North America and is based in O'Fallon, MO. It is a hybrid position, with team members required to be on-site in-office 2-4 days per week.