Technical Support Representative III

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 the Raypak Division, located in Oxnard, CA.

• Provides verbal and written technical assistance to customers on product service, installation, repair, and general product questions for complex multi‑family and large‑scale commercial projects.
• Troubleshoots errors, diagnoses problems, explains and initiates repair processes (Boilers).
• Explains and interprets warranty information to customers as it applies to products and guides them to the Warranty Team as necessary.
• Arranges for malfunctioning or defective items to be returned for repair or replacement.
• Uses a computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, and determining warranty eligibility.
• Continues to learn and service commercial products and systems.
• Follows up on calls to ensure resolution.
• Performs other duties as assigned.

• 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 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.
• Must be capable of traveling for required training and potential onsite troubleshooting (roughly 10% of the time per year).

$51,500 - $83,268. Final offers depend on factors such as location, direct experience, market guidance, and internal equity.

Raypak Division, Oxnard, CA.

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 be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Equivalent combinations of education, experience, and skills may supplement above minimum job requirements. Rheem is unable to hire candidates to be employed in the following states:
Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont. 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.