Water Heating Technical Support Representative

Rheem Manufacturing is looking for a Technical Support Representative III to serve as a frontline resource for Rheem Water Heating products. In this hybrid role in Lewisville, TX, you will work with internal and external customers to answer technical questions, support installation and troubleshooting efforts, and help move warranty and parts needs forward. The position supports Rheem North America and requires on-site presence 2-4 days per week.

Role overview

As a technical support representative, you’ll assist customers with operation and user maintenance, application guidance, parts identification, and troubleshooting. You will also provide support related to warranty questions, participate in support processes using a call ticket system, and contribute to improving product support materials.

Responsibilities

• Guide internal and external customers on proper operation, user maintenance, application use, parts identification, and other support needs tied to Rheem products.
• Provide detailed technical guidance for fault finding, installation recommendations, and repair support for customers.
• Support larger installations by participating in the Factory Start up program for Rheem water heating products.
• Track emerging product failure trends based on feedback from external customers and notify management when appropriate.
• Document support activity in the call ticket system, ensuring inquiries are logged, appropriately coded, and completed in a timely manner.
• Alert your immediate manager regarding issues 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 for the product line.
• Provide informal or formal training to colleagues as directed by management.
• Perform other duties as required.

Requirements

• High school diploma or GED required.
• 5+ years of experience supporting and troubleshooting mechanical, electrical, or electronic equipment.
• 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

• HVAC or plumbing related experience.
• Field service, installation, maintenance, or repair experience.
• Bilingual in English/Spanish or English/French.

Location: Lewisville, TX (hybrid, on-site 2-4 days per week). Salary: USD 51,500 - 83,268 per year.