Job Description
Technical Services Analyst II Rheem Manufacturing - 3.6 Dayton, OH Job Details Full-time 5 hours ago Qualifications Customer communication Microsoft Excel Word embeddings Employee relationship building Driver's License Desktop applications Productivity software Stakeholder relationship building Full Job Description Join 2J Supply , proudly part of Rheem , a global leader in Heating, Ventilation and Air Conditioning (HVAC) innovation! With over 60 years of trusted service, 2J Supply has built a strong network across Ohio, Kentucky, West Virginia, and Indiana, delivering top-quality HVAC products, exceptional service, and industry-leading training to residential contractors. At 2J Supply , we continue to operate with a small-company feel but with the resources and benefits of a large company - creating opportunities for growth and success for both our team and our customers. As part of the Rheem family, we're stronger than ever and committed to: Listening to Understand Contributing Respectfully Thinking Creatively Acting with Responsibility Step into an environment where innovation meets opportunity, and where you can grow with a company that values both its employees and its customers! The Technical Services Analyst II will provide support for desktop/laptop computers and peripherals which includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, and equipment while ensuring optimal performance. Troubleshoot reported problems in a timely and accurate manner and provide end user training/assistance when required. This position will serve 2J Supply customers from a home-based office located in the area. Our ideal candidate is based in Dayton, OH.
RESPONSIBILITIES
Provide remote technical support for HVAC product installation and service, identifying and communicating risks, requirements, and issues, or escalating to appropriate resources when needed. Communicate technical information clearly and effectively to individuals with varying levels of experience, including customers and internal teams. Build and maintain positive, customer-focused relationships with Sales, Operations, and other internal partners. Conduct on-site customer visits to provide technical guidance, troubleshoot issues, and support problem resolution, escalating complex matters to manufacturers or senior resources as appropriate. Learn and utilize approved software tools for load calculations and ductwork design and equipment planning. Develop and deliver training programs on product lines and applications, including certification courses and sessions to enhance product knowledge for internal and external teams. Participate in industry and manufacturer-led training to maintain current knowledge of products, technologies, and best practices. Collaborate with customers, vendors, and internal teams to ensure proper product application and adherence to technical specifications. Maintain accurate records of customer interactions, product issues, and service updates; provide feedback to support continuous improvement of products and services. Troubleshoot technical problems, respond to inquiries, and recommend effective solutions to customers and internal stakeholders. Utilize tracking systems to document and manage customer visits, inquiries, and ongoing communication. Serve as a lead trainer for the organization, delivering in-depth vendor product training and supporting a "train-the-trainer" model for employees and customer certification needs. Perform other duties and responsibilities as assigned. QUALIFICATIONS
Bachelor's Degree in Management, Marketing, or related field. 3+ years of HVAC industry experience, preferably with specialized or complex product lines. Strong verbal, written, and interpersonal communication skills, with the ability to convey technical information clearly Valid, unrestricted driver's license with the ability to travel to branch locations and customer sites as needed Proficiency with Microsoft Office (Word, Excel, PowerPoint) and ability to learn and apply technical systems and manufacturer specifications Demonstrated ability to troubleshoot issues, think critically, and solve problems in a fast-paced environment Ability to manage multiple priorities effectively and adapt to changing demands Strong customer service skills, with the ability to navigate challenging situations in a professional and solutions-oriented manner Willingness to provide occasional after-hours support as needed Ability to learn and utilize industry-specific tools, including load calculation and equipment design software 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 Equivalent combination of education, experience, and skills may supplement above minimum job requirements. #LI-Remote #LI-LF1
