We are seeking a highly skilled and knowledgeable District Technical Representative to join our team, specializing in commercial boiler and tank style water heating systems. The primary focus of this role is to provide on-site training and technical support for our customers, contractors, and partners within the assigned region. The ideal candidate will have a strong technical background in water heating systems, excellent communication skills, and the ability to deliver effective training sessions in the field.
This position will serve Rheem’s Commercial Water Division in the Northeast Region. The ideal candidate would be located in Boston, MA .
• RESPONSIBILITIES
• Develop an in-depth understanding of the company’s water heating products, including their operation, maintenance, and troubleshooting.
• Stay current on industry standards, codes, and best practices related to water heating systems.
• Ability to troubleshoot electric, gas, venting and control systems.
• Serve as a technical resource for customers and internal teams, offering guidance and expertise on product performance, installation, and maintenance.
• Create and deliver agency, distributor, and contractor training development focusing upon product installation methods, product service and diagnostic methods, and new product introduction. Meet and interface with assigned distributors on a regular basis to drive relationships.
• Build and maintain strong relationships with customers, contractors, and partners within the district, acting as the primary technical liaison.
• Provide remote technical support regarding routine product installation and service issues via telephone, e-mail, and other communication channels and refer more complex issues to higher levels.
• Drive attendance to company education programs through needs assessment and continuous customer engagement, including plumber contractors, distributors, specifying engineers and agencies.
• Partner with specifying engineers to provide detailed analysis and training on product functionality and application.
• Partner with application engineers to understand common issues and provide first-line support to inquiries received. Escalate advanced issues to engineering team as needed.
• Provide on-site technical support regarding routine product installation and service issues through face-to-face interaction and refer more complex issue to higher levels.
• Practice best customer care through published standard labor allowance/claim administration, warranty administration, relationship damage control, and effective public relations.
• Conduct investigations related to insurance or warranty claims when directed by regional sales manager. Conduct product performance analysis and investigation and report findings.
• Provide support to sales through customer training, such as explain product features or provide technical assistance for installs and tear downs for commercial and residential products.
• Notify, monitor and assist the team on any product problems, modifications and alterations to help improve the overall image and quality of the Division’s products.
• Maintain accurate records and prepare detailed reports on any recommendation or design change recommended, which improves product reliability.
• Travel within the assigned region to conduct on-site training and provide technical support as needed.
• Occasionally participate in regional or national training events, trade shows, and conferences to represent the company and its products.
QUALIFICATIONS
• Associate degree
• A master plumber or boiler technician with at least 5 years of experience in serve repair work.
• Prior proven instructor/training experience.
• Ability to manage multiple tasks and projects simultaneously, with a strong attention to detail.
• Proficient in using diagnostic tools, technical manuals, and digital resources for troubleshooting and training purposes.
• Must be proficient in computer skills (i.e., Microsoft Word, Excel and PowerPoint).
• Excellent verbal and written communication skills.
• Must be capable of traveling extensively (roughly 50% of the time, typically with overnight stays 2-3 days a week).
The pay scale of this role based in Massachusetts is $77,600 - 124,100. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.
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