Technical Support Representative II

• 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.

Do you have experience in Technical Proficiency?, Do you have a Trade school?, * 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.