HVAC Technical Support Representative IV - Rheem Manufacturing : Job Details

Job DescriptionThe Team Lead, Inside Technical Support will be responsible for servicing the customer and providing training, mentorship, and daily guidance to Inside technical support Representatives who provide technical and product application knowledge to Air Conditioning Division channel partners.This position will serve our Air Conditioning Division, located in O'Fallon, MO.Responsibilities

• Telephone and email contact with distributors and contractors to provide information necessary to run their HVAC products and systems
• Assist with set-up of new employee work-area.
• Give staff daily guidance on task accomplishment.
• Coach staff through challenging customer service issues.
• Handle escalation calls as a tier above the Customer Experience Representative.
• Mentor and train personnel to achieve high standards for productivity, quality, and customer service.
• Always seek continuous improvement and share ideas with leadership.
• Provides leadership input on staff performance as requested.
• Develop and execute internal training for other Technical Support Representatives to achieve high standards for product knowledge, quality, customer service and productivity.
• Participates in projects involving product application improvements, product service-ability and install-ability enhancements working in coordination with product marketing, sales, engineering, manufacturing, quality and sourcing.
• Addresses/resolves distributor issues and questions pertaining to product application, installation and service.
• Drafts field technical communications on assigned products or product categories. Develops, maintains, and communicates service bulletins and advisories on product application, installation, and service guidance.
• Provide assistance to channel marketing in developing technical training programs for educating distributors, dealers, and installing/servicing technicians.
• Assists with technical product training as it relates to problem resolution, quality improvements and product enhancements.
• Work with engineering, manufacturing and quality teams on problem resolution and final field and production fixes to service issues on our equipment.
• Provides technical expertise as requested in support of litigation pertaining to product application, installation, and service problems/damages.
• Other duties as assigned.

Qualifications

• Technical Certificate or Associates Degree in HVACR field.
• 7+ years experience in installation, maintenance, troubleshooting and correcting diverse HVAC/heat pump service and parts issues.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Experience in public speaking
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrated ability to work well with others in a matrix team environment.

How To Stand Out

• Bachelors in Engineering, Product Management or related
• Experience installing/service technician, distributor/dealer service manager in the HVAC industry

About UsAt Rheem, we are dedicated to bringing comfort to people's lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives—every day.Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.