Field Technical Support Representative II

The Field Technical Support Representative will be responsible for providing advanced assistance to customers in the field to diagnose and solve documented and undocumented service, installation issues as well as factory start-ups. Service Technicians will also support the phone and other electronic communication. Service Technicians are required to drive Company vehicles to and from customer locations.

This position will serve our Raypak Division, located in Oxnard, CA. This open role is remote; however, our ideal candidate should reside within the greater Los Angeles or Ventura County. Ability to meet in person for training and meetings is required. Please note, this role is required to be in the field majority of the time. 

• Maintain company vehicle in optimal condition and consistently practice safe and responsible driving.
• Provides verbal and written technical assistance to customers on product service, installation, repair and general product questions for complex multi-family and/or large-scale commercial projects.
• Troubleshoots errors, diagnose problems, explains and initiates repairs process (Commercial Boilers and Gas Pool Heaters) 
• Explain and interpret warranty information to customers as they apply to products. 
• Arranges for malfunctioning or defective items to be returned for further evaluation or replacement.
• Uses computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, or determining warranty eligibility.
• Follow up on calls to ensure resolution and maintain service or maintenance records.
• Tests and repairs company products by travelling to the customer’s location.
• Connects products to power source and test meters.
• Provides troubleshooting as well performing installation of equipment.
• Ensures the equipment on which they have performed troubleshooting is in proper working condition.
• Use a variety of tools and maintains parts inventory.
• Maintains service and/or maintenance records.
• Performs other duties as assigned

 

• Associate’s degree - Business School Certificate/Diploma or other post high school training.
• EPA Certification - Must have license to handle refrigerant.
• 2-4 years of customer service-related experience in the insurance/manufacturing industry.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrates ability to work well with others in a matrix team environment.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Valid Driver’s License

HOW TO STAND OUT

• Field service experience relating to HVAC equipment and heat pumps.
• 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.
• Must have excellent problem-solving skills for technical products.
• Ability to support multiple products and prioritize multiple projects.
• Must be able to work weekends, staggered shifts, and holidays.
• Bilingual in Spanish preferred.

The pay scale of this role $49,464 - 74,304. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.

 

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At 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 classificat