Technical Support Representative I

The Technical Support Representative I provides frontline technical and customer support for Rheem Water Heating products. This role assists internal and external customers with product operation, installation guidance, troubleshooting, warranty-related inquiries, and parts identification while delivering an exceptional customer experience. The position serves as a key resource in resolving technical issues and ensuring customer satisfaction.

This position will support Rheem North America, located in Montgomery, AL. This role follows our hybrid work arrangement, requiring team members to be on-site, in-office 2-4 days per week.

Responsibilities

• Provide technical assistance to internal and external customers regarding product operation, maintenance, installation, and application. 

• Assist customers with troubleshooting product issues by using established diagnostic and support processes. 

• Identify and recommend replacement parts using product literature, parts breakdowns, and technical resources. 

• Document customer interactions and technical support activities accurately within the ticketing system. 

• Escalate complex technical issues, product concerns, and emerging trends to senior team members or management as appropriate. 

• Support customers in a timely and professional manner to ensure a positive customer experience. 

• Utilize technical manuals, wiring diagrams, installation instructions, and other resources to assist with problem resolution. 

• Collaborate with team members and cross-functional partners to resolve customer issues. 

• Participate in product and technical training to develop knowledge of Rheem products and support processes. 

• Perform other duties as assigned.

Qualifications

• High school diploma or GED required. 

• Some experience in a customer service focused role. Call center experience preferred.

• Ability to read, write, and comprehend technical instructions, correspondence, and product documentation. 

• Ability to follow verbal and written instructions and apply technical information to customer situations. 

• Basic ability to interpret wiring diagrams, schematics, and technical drawings. 

• Strong problem-solving and troubleshooting skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Strong communication and customer service skills. 

• Demonstrated ability to work effectively in a team environment.

Preferred Qualifications:

• 2+ years of customer service experience, preferably in a call center, technical support, or service-related environment.

• Experience supporting technical products, appliances, HVAC, water heating, plumbing, electrical systems, or related industries. 

• Experience in troubleshooting mechanical, electrical, or electronic equipment. 

• Field service, installation, maintenance, or repair experience. 

• Bilingual in English/Spanish or English/French.

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

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