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Technical Support Representative III
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Rheem Manufacturing
Oxnard, CA (In Person)
$67,384 Salary, Full-Time
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Job Description
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.
RESPONSIBILITIES
- 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.
QUALIFICATIONS
- 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.
- High school diploma or general education degree (GED) and/or Completion of vocational or technical education and/or relevant certifications in addition to prior work experience.
- 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 training and potential onsite troubleshooting (roughly 10% of the time per year).