HVAC TECHNICAL & SERVICE SUPPORT ADVISOR
JOB SUMMARY
Th HVAC Technical and Service Support Advisor supports contractors and internal staff with troubleshooting technical issues. Additionally, supporting the warranty process and training internal staff and customers on a schedule throughout the year.
RESPONSIBILITIES:
• Provide customers with support through technical competence and effective communication skills.
• Troubleshooting technical issues from simple to complex with technicians and internal staff via phone, email, text, and in person.
• Effectively communicate technical issues and results to internal staff, management, and vendors in a simple and easy to understand manner.
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• Accurate logging of issues and follow-up as needed.
• Evaluating warranty products for vendor returns and repair of damaged or recalled equipment.
• Ensuring prompt completion of follow-up documentation and resolution, expediting the handling of warranty issues, and addressing any associated paperwork promptly.
• Conducting site visits for training and technical assistance with customers.
• Assist the RND team with reading wiring diagrams for system layouts.
• Evaluate & resolve labor requests from customers.
• Develop and maintain strong relationships with vendors, engaging with them as needed to ensure up-to-date product knowledge.
• Coordinating with sales and marketing director; develop, schedule, and conduct training sessions for both internal staff and customers on equipment lines.
• Work closely with cross-functional teams to address technical challenges and support the achievement of sales and regional objectives.
• Perform other related duties as required and assigned.
Qualifications:
REQUIREMENTS:
• Minimum 5 years related HVAC experience in a technical capacity is required.
• Degree in the HVAC industry preferred, but not required.
• Excellent people skills and ability to work collaboratively and efficiently as a member within a challenging environment.
• Experience in preventative maintenance, installation, and repair of heating, ventilating or air conditioning systems.
• Instructional or training experience preferred.
• Good listener, self-motivation, strong communicator via verbal and written conversations.
• Able to deal with a variety of people and situations in a positive, collaborative, and open-minded manner.
• Well organized and professionally represent the company.
• Ability to think critically and logically under pressure.
• Hydronics knowledge and background preferred, but not required.
• Proficient with Microsoft Office (Word, Excel, PowerPoint).
• P21 knowledge, preferred.
• Effective multi-tasking and problem-solving skills.
• Travel to customer locations and worksites as needed, approx. 50%.
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.
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