Technical Support Representative III - Commercial

The Technical Support Representative III provides advanced assistance to customers over the phone or through electronic communication in diagnosing and solving documented and undocumented service and installation issues, which may involve internal controls, external controls, and integration with building automation systems.

This position will serve our Raypak Division, located in Oxnard, CA. The ideal candidate will be based in Oxnard, but remote options are available for those outside California.

• 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 
• Troubleshoot errors, diagnoses problems, explains and initiates repairs process (Boilers). 
• Explains and interprets warranty information to customers as they apply to products and guides them to our Warranty Team as necessary. 
• Arranges for malfunctioning or defective items to be returned for repair or replacement.
• Uses computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, or determining warranty eligibility.
• Continues to learn and service commercial products and systems
• Follow-up on calls to ensure resolution.
• Performs other duties as assigned.

• Minimum 5 years of field service experience performing field wiring, programming, commissioning and integration of programmable logic controllers and/or as a Technical Support or Authorizations Representative in the technical/manufacturing industry.
• Customer service-related experience in the technical/manufacturing field.
• Experience repairing or maintaining domestic hot water and/or hydronic heating systems.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• 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.
• 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 support multiple products and prioritize multiple projects.
• Bilingual in Spanish preferred but not required.

• Completion of vocational, technical education, or certifications in addition to prior work experience.

• You must be capable of traveling for required trainings and potential onsite troubleshooting's (roughly 10% of the time per year)

 

The pay scale of this role is $54,000 - 80,892. 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. Our Behavior Based Values set us apart:

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

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.
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