Job Description

The Technical Support Representative is responsible for rendering knowledgeable assistance to customers in solving and diagnosing product service and installation problems for documented and undocumented issues related to multiple product types.

This position will serve our Water Heating Division, located in Montgomery, AL.

• Exhibit a high level of customer service diplomacy in stressful situations while being adaptable to changes and creating goodwill with internal and external customers.

• Understand technical product specifications and water heater fundamentals for multiple product types and be able to communicate this information to the caller. *

• Understand product operation for multiple product types and communicate this information to callers.

• Provide verbal and written technical assistance to customers having product service, installation, repair and general product questions for multiple product types. Record and document problems and resolutions offered in CRM.

• Explain and interpret warranties to customers as they apply to products.

• Process and follow-up on warranty claims authorized by Technical Support, place orders for replacement warranty parts, and dispatch service contractors as required.

• Exhibit a level of mastery when using the company’s computer systems related to the job functions.

• Exhibit a basic understanding of water heater sizing

• Must attend work regularly.

• High school diploma or general education degree (GED)

• Customer Facing work experience

• Basic troubleshooting experience

• Basic Computer Data Entry Skills (Will be Assessed)

• Two years of experience as a Technical Support Rep I. Equivalent experience in a related field, equivalent applicable training, or combination of all may substitute above requirement.

• Meets basic required skills, knowledge, and abilities of Technical Support Rep I

• Ability to read, write, and comprehend technical instructions, short correspondence, and memos

• Ability to carry out instructions furnished in written, oral, or technical diagram form

• Ability to understand basic wiring diagrams

• Ability to prioritize multiple tasks and deal with numerous interruptions

• Completed Career Path Development process for a Technical Support Rep II, or equivalent experience

• Received "Meets Standards" in all areas of their most recent employee review as a Technical Support Rep I

• Demonstrated ability to work well with others in a team environment

• Able to work weekends, staggered shifts, and holidays

• History of regular and consistent attendance at work

HOW TO STAND OUT

• Field experience servicing either electric or gas appliances--water heaters

• Customer service related experience in a call center providing technical support

• Bilingual in French/English or Spanish/English

• Attention to detail

• Continuous learning

• Standardized work

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

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

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

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At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. 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.
Our Behavior Based Values set us apart:

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

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, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

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.