Technical Support Representative I

The Technical Support Representative is responsible for rendering knowledgeable assistance to customers in solving and diagnosing product service and installation problems for documented and undocumented issues related to multiple product types.

This position will serve our Water Heating Division, located in Montgomery, AL.

• Exhibit a high level of customer service diplomacy in stressful situations while being adaptable to changes and creating goodwill with internal and external customers.

• Understand technical product specifications and water heater fundamentals for multiple product types and be able to communicate this information to the caller.  *

• Understand product operation for multiple product types and communicate this information to callers.

• Provide verbal and written technical assistance to customers having product service, installation, repair and general product questions for multiple product types. Record and document problems and resolutions offered in CRM.

• Explain and interpret warranties to customers as they apply to products.

• Process and follow-up on warranty claims authorized by Technical Support, place orders for replacement warranty parts, and dispatch service contractors as required.

• Exhibit a level of mastery when using the company’s computer systems related to the job functions.

• Exhibit a basic understanding of water heater sizing

• Must attend work regularly.

• High school diploma or general education degree (GED)
• Customer Facing work experience
• Basic troubleshooting experience
• Basic Computer Data Entry Skills (Will be Assessed)
• Two years of experience as a Technical Support Rep I. Equivalent experience in a related field, equivalent applicable training, or combination of all may substitute above requirement.
• Meets basic required skills, knowledge, and abilities of Technical Support Rep I
• 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 deal with numerous interruptions
• Completed Career Path Development process for a Technical Support Rep II, or equivalent experience
• Received "Meets Standards" in all areas of their most recent employee review as a Technical Support Rep I
• Demonstrated ability to work well with others in a team environment
• Able to work weekends, staggered shifts, and holidays
• History of regular and consistent attendance at work

HOW TO STAND OUT

• Field experience servicing either electric or gas appliances--water heaters
• Customer service related experience in a call center providing technical support
• Bilingual in French/English or Spanish/English
• Attention to detail
• Continuous learning
• Standardized work

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. 

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