Support Jobs in O'Fallon, MO

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Water Heating Technical Support Representative

Rheem Manufacturing O'Fallon, MO

O'Fallon, MO

Today

Full time Customer Service Customer Support Phone Support

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Job Description

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.

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