Water Heating Technical Support

Water Heating Technical Support Jobs

2 jobs found

Today

Water Heating Technical Support Representative II

Rheem Manufacturing Montgomery, AL

Montgomery, AL

Today

Full time Customer Support Help Desk Multi Tier Support

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Job Description

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

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Today

Water Heating Technical Support Representative

Rheem Manufacturing Lewisville, TX

Lewisville, TX

Today

$52k - $83k/yr Full time Customer Service Customer Support Technical Support

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Job Description

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.

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Water Heating Technical Support Jobs

Water Heating Technical Support Representative II

Water Heating Technical Support Representative

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