• Job Description

  Req#: 2804

  The Product Support Specialist II will responsible for providing technical and product application knowledge to the product management team throughout the strategic product development process including roadmap development, product development process, field testing, introduction and post-launch support as a subject matter expert. The product support specialist also provides support to distributors, internal sales and District Technical Representatives. Oversees field technical communications regarding assigned product lines including technical bulletins, phone calls, customer visits, attending and supporting customer events, quality, application, training and support.

  This position will serve our Air Conditioning Division, located in Fort Smith, AR.

  Qualifications

  • Bachelors in Engineering, Product Management or related field.
  • 3+ years of experience in product support or related experience to above job description
  • 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:

  • Technical Certificate or Associates Degree in HVACR
  • Experience installing/service technician, distributor/dealer service manager in the HVAC industry

  #LI-Onsite

  #LI-AM2

  Responsibilities

  • Leads or co-leads projects involving product application improvements, product service-ability and install-ability enhancements working in coordination with product marketing, sales, engineering, manufacturing, quality and sourcing.
  • Addresses/resolves distributor issues and questions pertaining to product application, installation and service.
  • Participates and supports New Product Development Teams by providing product application, installation and service expertise to enhance new product design. Serve as the voice of DTRs and distributor service coordinators on product development projects. Leads and facilitates field testing installations, including installation, monitoring and summary reporting as part of the PDP process for new products that they support.
  • Manages field technical communications on assigned products or product categories. Develops, maintains, and communicates service bulletins and advisories on product application, installation, and service guidance.
  • Partners with product marketing to develop field support programs to manage product quality issues including scope, announcement, repair procedures, parts kits, work instructions, etc.
  • Provides assistance to channel marketing in developing technical training programs for educating distributors, dealers, and installing/servicing technicians.
  • Provides on-site product application, installation, and service assistance to resolve reported problems. Assists with technical product training as it relates to problem resolution, quality improvements and product enhancements.
  • Assists marketing in developing and maintaining product application, installation, and service technical documentation including installation and operating instructions, service manuals and venting instructions.
  • Drives ongoing process improvement for field technical support including communication, response time, problem tracking and resolution and creating metrics to track performance improvement.
  • Keeps current on industry safety guidelines, skill trade guidelines, national/state/local codes, and any other applicable source which directly affects the proper application, installation, and service of Division products.
  • Provides technical expertise as requested in support of litigation pertaining to product application, installation, and service problems/damages.

• About the company

  Rheem Manufacturing Company is an American privately held manufacturer that produces residential and commercial water heaters and boilers, as well as heating, ventilating and air conditioning equipment.

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