Water Heating Technical Support Representative II

Rheem Manufacturing is hiring a Technical Support Representative II to provide technical assistance and customer support for Rheem Commercial Water Heating products. This hybrid role is based in Montgomery, AL, where you will help customers navigate operation, installation guidance, troubleshooting, and warranty-related questions while maintaining accurate documentation in a ticketing system.

In this position, you will use established diagnostic processes and technical resources to resolve product issues, identify replacement parts, and ensure customers receive timely, professional support. As a key contact point, you will also escalate complex technical concerns and emerging trends to senior team members or management as needed.

Key Responsibilities

• Provide technical assistance to internal and external customers on product operation, maintenance, installation, and application.
• Support customers with troubleshooting 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 in the ticketing system.
• Escalate complex technical issues, product concerns, and emerging trends to senior team members or management as appropriate.
• Assist customers in a timely and professional manner to support a positive customer experience.
• Use technical materials such as manuals, wiring diagrams, and installation instructions to help resolve problems.
• Collaborate with team members and cross-functional partners to resolve customer issues.
• Participate in product and technical training to build knowledge of Rheem products and support processes.
• Perform other duties as assigned.

Requirements

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

Technologies and Resources

• Ticketing system
• Wiring diagrams
• Schematics
• Technical manuals
• Installation instructions
• Technical drawings

Leadership Expectations

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