The Supervisor, Technical Support will supervise product technical support professionals in the Division’s Product Support Specialist and Inside Technical Support team. This individual will also provide training and support to the Customer Experience departments in the proper application, installation, operation and service of the Division’s products. In addition to supervising Product Support professionals, the Supervisor will be expected to help recruit and retain a technical support team to best provide product reliability and highest customer satisfaction.

This position will serve our Air Conditioning Division. This position will be based out of Fort Smith, AR. This position can be fully remote within the states of AR, OK, MO, and KS, but must be based near a major US city, per Rheem’s Remote Working Policy.

Qualifications

• Associates degree in technical field
• 5+ years direct HVAC or industry experience
• Experience supervising others
• Excellent verbal and written communication skills
• Computer literate
• Extensive experience with Microsoft Office Suite
• Ability to present information and respond to questions from groups, managers, clients, and customers
• Recognize and implement process improvements

HOW TO STAND OUT:

• Bachelors Degree in related field

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Responsibilities

• Supervise inside technical support regarding routine product installation and service issues via telephone, fax and/or e-mail, and refer more complex issues to higher levels.
• Lead liaison between Research and Development, Quality Manufacturing, Sourcing and Replacement Parts Division and our District Technical Representative team.
• Supervise and practice best customer care through published standard labor allowance/claim administration, warranty administration, relationship damage control, and effective public relations.
• Ensure monitoring, notification, and assistance of the Division on any product problems, modifications and alterations so as to help improve the overall image and quality of the Division’s products
• Supervise maintenance of accurate records and preparation of detailed reports on any recommendation or design change recommended, which improves product reliability.
• Establish a high standard for productivity, quality, and customer support as well as define guidelines.
• Develop annual goals for self and team aligning overall technical support strategy
• Continually evaluate staff effectiveness and performance.
• Perform other duties as required