Technical Support Representative II
About The Position
The Technical Support Representative II provides HVAC product technical support to assigned customers in the proper application, installation, operation, and service of Rheem products. The role supports Rheem North America in San Antonio, Texas, and follows a hybrid schedule: onsite Monday through Wednesday and remote Thursday and Friday. The representative advises internal and external customers on product operation, maintenance, application, parts identification, troubleshooting, installation, and repairs. The role also documents customer inquiries in the call ticket system, monitors product failure trends, escalates issues when appropriate, and contributes to service manuals, parts lists, and colleague training.
Requirements
- 7 or more years of HVAC experience.
- High school diploma or GED.
- 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 handle numerous interruptions.
- Demonstrated ability to work well with others in a team environment.
Nice To Haves
- Industry-related experience.
- 3 or more years of customer service experience in a call center environment.
- Field experience servicing related product lines.
- Bilingual in French and English or Spanish and English.
Responsibilities
- Guide internal and external customers on proper operation, user maintenance, product application, parts identification, and other product-support matters.
- Provide detailed technical guidance, including fault finding, installation recommendations, and repair guidance for company products.
- Track emerging product-failure trends based on external customer feedback and notify management when appropriate.
- Document support activities in the call ticket system, ensuring inquiries are logged, coded appropriately, and completed in a timely manner.
- Notify the immediate manager of issues involving critical customers, product field failures, or other circumstances requiring management involvement.
- Resolve customer issues in a timely and effective manner to ensure a positive customer experience.
- Develop, modify, and update service manuals and product parts lists as required.
- Provide informal or formal training to colleagues as directed by management.
- Perform other duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
