Job Description
The Technical Support Representative II provides advanced technical assistance to customers via phone and electronic communication. This role is responsible for diagnosing and resolving both documented and undocumented service and installation issues, which may involve internal and external controls and integration with building automation systems. The position supports Raypak / Rheem application projects within the Raypak Division.
This position will serve our Raypak Division, located in Oxnard, CA.
- Provide verbal and written technical support to customers regarding product installation, service, repair, and general product inquiries.
- Troubleshoot errors, diagnose technical problems, clearly explain findings, and initiate the repair process as required.
- Interpret and explain warranty information to customers and coordinate with the Warranty Team when necessary.
- Arrange returns for malfunctioning or defective products for repair or replacement.
- Utilize computerized systems to track customer requests, troubleshoot issues, document resolutions, manage parts or spare inventory, and determine warranty eligibility.
- Continuously learn and support Raypak residential products and systems.
- Conduct follow-up communications to ensure issues are fully resolved.
- Perform additional duties as assigned.
- Minimum of five (5) years of field service experience performing field wiring, programming, commissioning, and integration of programmable logic controllers (PLCs), or equivalent experience as a Technical Support or Authorizations Representative within a technical or manufacturing environment.
- Customer service experience within a technical or manufacturing setting.
- Strong problem-solving skills with the ability to diagnose technical product issues.
- Excellent written and verbal communication skills, with strong attention to detail and accuracy.
- Ability to read, write, and comprehend technical instructions, diagrams, short correspondence, and memos.
- Proficiency with computers and relevant software, including Microsoft Office Suite.
- Ability to work effectively in a matrixed team environment.
- Capable of supporting multiple products while prioritizing multiple tasks and projects simultaneously.
Preferred Qualifications
- Bilingual in Spanish (preferred, not required).
- Completion of vocational or technical education and/or relevant certifications in addition to prior work experience.
Additional Requirements
- Ability and willingness to travel for required training and potential onsite troubleshooting if needed
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.
The pay scale of this role is $44,496 - 66,636. 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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