[Hiring] Boiler/Hydronic Tankless Technical Support Specialist @Rinnai America Corp

Role Description

What does a Technical Support Specialist do at Rinnai?

• Provide phone support in the service, installation, and troubleshooting of all Rinnai products.
• Ensure the identification, documentation, and resolution of quality/performance issues.
• Support in the repair and/or failure analysis of products returned to Rinnai.

This position is remote. You may have to attend onsite training at Corporate Office: 103 International Dr. Peachtree City, GA.

This position requires flexibility in scheduling based on business and customer support needs. While standard hours are typically maintained, occasional evenings, weekends, and/or on-call shifts may be required to ensure timely resolution of technical issues and maintain service continuity.

Responsibilities

• Provide telephone support to answer inquiries on service, installation, and troubleshooting procedures for all 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 on products.
• 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 in gathering and documenting information on potential quality/performance issues, including providing input/suggestions on possible corrective actions.
• Ensure records of all work orders, quality control reports, failure analysis, RGAs, 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 with Company Policies and Procedures.

Qualifications

• 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.

Requirements

• 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.
• Professional approach; confidence in dealing with people.
• Commitment to achieving business goals.
• Strong technical/customer service orientation.
• High levels of personal integrity, honesty.
• Team player able to operate with a great deal of independence.
• Multilingual proficiency in Spanish or French is preferred but not required.

Physical Requirements

• 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.
• Constant sedentary work that primarily involves sitting/standing.
• Constantly no adverse environmental conditions expected.

Benefits

• 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.