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Boiler/Hydronic Tankless Technical Support Specialist
2 months ago
Rinnai America Corporation is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing expert technical assistance to customers and internal stakeholders.
Key Responsibilities- Provide technical support via phone to customers and internal stakeholders on service, installation, and troubleshooting procedures for Rinnai products.
- Responsible for following through with repairs, rework, rebuilding, and/or maintenance on all products returned to Rinnai, including documenting results of failure analysis.
- Liaise with Sales, Marketing, Engineering, and Service staff to maintain an understanding of product features, specifications, and quality control standards.
- Liaise with Field Sales/Service organizations and Engineering to gather and document information on potential quality/performance issues, providing input/suggestions on possible corrective actions.
- Ensure records of all work orders, quality control reports, failure analysis, RGA's, credits, returns, shipping requests, etc. are completed with details related to work and/or services performed.
- Maintain company-provided tools, equipment, and property.
- Embrace and support growing business demands in a changing environment.
- Other duties and responsibilities as required.
- Awareness and compliance of Company Policies and Procedures.
- Technical Associate degree in plumbing or electrical engineering (or equivalent related professional experience).
- Relevant licensure preferred.
- 3-5 years of proven and demonstrated technical appliance repair experience. Background in electronics, plumbing systems, hydronics, and/or boiler systems a plus.
- Effective communication skills, both written and verbal, with the ability to present in front of groups.
- Knowledge and use of Word, Excel, and PowerPoint.
- High degree of technical analysis.
- Ability to work with various levels of people/customers/teams.
- Customer/Quality discipline.
- Remaining in a stationary position, often standing, or sitting for prolonged periods. Occasionally repeating motions that may include the wrists, hands, and/or fingers.
- Communicating with others to exchange information and assessing the accuracy, neatness, and thoroughness of the work assigned.
- Medical, Dental, Vision, and Prescription.
- Flexible Spending Account (FSA) options for Medical and Dependent Care.
- Paid Time Off (PTO), Floating Holidays (FH).
- Paid Holidays.
- 401(k) Plan with Company Match.
- Company Paid Life Insurance.
- Voluntary Life Insurance.
- Short- and Long-Term Disability.
- Professional Development.
- Tuition Reimbursement.
- Annual Incentive Plan (AIP).
- Referral Bonuses.
- Paid Volunteer Community Service Day.
- Tobacco and Drug-Free Campuses.
- Employee, family, and friend's discount.
