HVAC Technical Support Rep - FL

Rheem Manufacturing Company • FL, FL

3d • Remote

About The Position

The Residential HVAC Technical Support Rep delivers technical training, remote and on-site support, and customer issue resolution for channel partners. The role supports residential HVAC, hydronic, and domestic water-heating products; builds the capabilities of internal and external partners; and collaborates across functions to identify, communicate, and resolve product, quality, warranty, and consumer concerns. Success requires sound business judgment, technical expertise, clear communication, and the ability to lead through influence.

The position serves the Southeastern district and is field-based in Florida. The employee must reside in Florida near a major U.S. airport and travel to distributor, contractor, training, and job-site locations as business needs require.

Requirements

• At least 10 years of experience with residential HVAC, hydronic, and domestic water-heating products, or equivalent demonstrated technical knowledge.
• Ability to develop and facilitate technical training for audiences with varying levels of experience.
• Strong troubleshooting, analytical, and decision-making skills, including assessing complex field situations and determining practical next steps.
• Clear, professional written and verbal communication skills and the ability to influence customers and cross-functional partners.
• Strong customer orientation, relationship-building skills, and sound judgment when managing escalated or sensitive concerns.
• Ability to organize multiple priorities, document work accurately, and follow issues through resolution.
• Ability to perform the physical functions of the role, including lifting up to 50 pounds, crawling, and climbing.
• Ability to travel to distributor, contractor, training, and job-site locations as business needs require.
• Must reside in Florida near a major U.S. airport.

Nice To Haves

• Associate's and/or bachelor's degree in a related field.
• Prior instructor or training experience.
• NATE certifications.

Responsibilities

• Develop and deliver technical training for channel partners and internal stakeholders; adapt content to audience needs, reinforce product knowledge and troubleshooting skills, and evaluate training effectiveness.
• Provide timely remote technical guidance and job-site support for complex product, installation, and application issues; diagnose concerns, recommend practical solutions, and document outcomes and follow-up actions.
• Lead or contribute to cross-functional initiatives that improve customer experience, technical capability, service processes, product support, or business performance.
• Identify potential product quality trends, gather field information, document findings, and partner with Quality, Engineering, Product, and Service teams to support investigation and resolution.
• Support closure of escalated consumer cases by coordinating technical findings, next steps, and stakeholder communication.
• Review special warranty authorization requests, apply established guidelines and business judgment, document decisions, and coordinate approved warranty solutions.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed