Technical Support Representative II

Rheem Manufacturing Company • Roswell, GA

2d • Hybrid

About The Position

The Technical Support Representative II provides product technical support to assigned customers of Rheem North America, helping them properly apply, install, operate, maintain, and service the Division’s products. The role is based in Roswell, Georgia, or Montgomery, Alabama, and follows a hybrid schedule of two days onsite and three days remote per week.

The representative gives technical guidance to internal and external customers, documents and tracks support requests, identifies emerging product-failure trends, and escalates critical customer or product issues to management. The position also contributes to service manuals and parts lists, participates in factory start-up support for large installations, and provides training to colleagues as directed.

Rheem describes its work as engineering products for home life, work life, and the planet, with a focus on product innovation and sustainability across global air and water solutions. The company highlights behavior-based values of listening to understand, contributing respectfully, thinking creatively, and acting with responsibility.

Requirements

• High school diploma or general education degree (GED).
• At least 3 years of customer service experience in a call center environment.
• Ability to read, write, and comprehend technical instructions, short correspondence, and memos.
• Ability to carry out instructions provided 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.
• Equivalent combinations of education, experience, and skills may supplement the minimum job requirements.

Nice To Haves

• Industry-related experience.
• Field experience servicing related product lines.
• Bilingual proficiency in French and English or Spanish and English.

Responsibilities

• Guide internal and external customers on product operation, user maintenance, application, parts identification, and other product-support matters.
• Provide detailed technical guidance, including fault finding, installation recommendations, repair guidance, and participation in the Factory Start-up program for large installations.
• 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, appropriately coded, and completed in a timely manner.
• Notify the immediate manager about critical customer issues, product field failures, or other circumstances requiring management involvement.
• Resolve customer issues in a timely and effective manner to support a positive customer experience.
• Develop, modify, and update service manuals and parts lists as required.
• Provide informal or formal training to colleagues as directed by management.
• Perform other duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED