Technical Support Analyst II

Responsibilities

• Assure all service parts are setup, according to the product management & sales strategy per product platform.
• Upload, edit and maintain the service parts master database, and identify required documentation for each part
• Work with engineering, marketing and customer service to create product documentation and other support materials, with the vision to design towards customer self-service tools.
• Provide application input to engineering and production, with the goal to optimize our service installation process and opportunity. Working cross-functionally, to identify the right service part design, as individual part, assembly or kit options
• Support Product Management and Customer Service with any item data maintenance, or corrections
• Support Product Management and engineering for new item setups during the NPD process, as new product platforms are created, and during product transitions
• Assist Marketing Manager with additional projects as assigned.
• Provide technical assistance regarding all product lines.
• Provides service parts application engineering / technical product support to equipment owners, service contractors, customers, inside and outside sales, on an escalation basis, supporting the application engineering and customer service teams.
• Other duties as required

Qualifications

• Bachelor’s Degree in related field
• 3 + years of experience in application engineering, customer service or engineering functions
• Basic knowledge of industry related systems and the principals involved in their operation.
• 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.
• Demonstrated ability to work well with others in a matrix team environment
• HOW TO STAND OUT:
• Experience in industry-specific technical product knowledge
• 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-Hybrid
• #LI-LC1

Company