Job Description
The Technical Support Representative III will provide product technical support to the Division's assigned customers in the proper application, installation, operation and service of the Division's products.
This position will serve our Air Division. This position is field based, supporting the Northeast market. The position should reside near a major airport preferably in Albany, NY, Ithaca, NY, Syracuse, NY, or Boston, MA per Rheem's Remote Working Policy.
Responsibilities
• Provide guidance to internal and external customers on proper operation, user maintenance, application, parts identification, and other duties assigned to support company products.
• Provide detailed technical guidance to internal and external customers including but not limited to fault finding, installation recommendations, repair guidance and participation in the Factory Start up program for large installations of company products.
• Track emerging product failure related trends based upon feedback from external customers and notify management when appropriate.
• Document support activities via the call ticket system ensuring that all inquiries are logged and appropriated coded and completed in a timely manner.
• Notify immediate manager of issues pertaining to critical customers, product field failures or other circumstances requiring management involvement.
• Assist customers with their issues in a timely and effective manner to ensure a positive customer experience is achieved.
• Develop, modify and update as required service manuals and parts lists for products.
• Provide informal /formal training to colleagues as directed by management.
• Perform other duties as required
Qualifications
• Associate's Degree or HVAC accreditation from technical trade school.
• 5+ years of experience in troubleshooting and repair of HVACR systems appliances
• Must have excellent written and verbal communication skills and demonstrated ability to work both and with others.
• Intermediate computer skills and common computer software applications.
• Must be able to multi task
• Some travel is required.
• Occasional lifting of up to 100 lbs. required
Preferred Qualifications:
• Universal HVAC certification or enrolled to obtain HVAC certification.
The Pay scale of this role based in Colorado and Washington is $77,600 - $124,100. The pay scale for this position in California, New York City, New York or Connecticut is $83,808 - $134,028. 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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About Us
At Rheem, we are dedicated to bringing comfort to people's lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives-every day.
Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.
Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.
