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Technical Support Specialist for Hydronic Systems

2 months ago

Boise, Idaho, United States Rinnai America Corporation Full time

Join Us in Promoting Sustainable Living

Rinnai America Corporation stands at the forefront of tankless water heating technology, a rapidly expanding sector as both commercial and residential spaces transition to efficient, limitless hot water solutions. Our dedication to our workforce and a robust, responsible culture is complemented by our commitment to community engagement.

We are in search of dedicated individuals to join our team. Discover why Rinnai is recognized as a premier workplace.

Role Overview: What Does a Technical Support Specialist Do?

In this role, you will provide telephonic assistance regarding the service, installation, and troubleshooting of all Rinnai products. Your responsibilities will include identifying, documenting, and resolving quality and performance concerns, as well as supporting the repair and analysis of products returned to Rinnai. This position offers remote work flexibility.

  • This role is remote, with potential requirements for training sessions.
  • Preferred qualifications include experience in hydronics, plumbing, or boiler systems.
  • Familiarity with schematics and ladder diagrams is advantageous.

Key Responsibilities:

  • Deliver telephone support to address inquiries related to service, installation, and troubleshooting of Rinnai products.
  • Oversee repairs, rework, and maintenance of all products returned to Rinnai, ensuring thorough documentation of failure analyses.
  • Collaborate with Sales, Marketing, Engineering, and Service teams to maintain a comprehensive understanding of product features and quality control standards.
  • Engage with Field Sales/Service teams and Engineering to gather and document information on potential quality and performance issues, providing insights on corrective actions.
  • Ensure meticulous records of work orders, quality control reports, failure analyses, returns, and shipping requests are maintained.
  • Safeguard company-provided tools, equipment, and property.
  • Adapt to evolving business demands in a dynamic environment.
  • Perform additional duties as required.
  • Adhere to company policies and procedures.

Qualifications:

Knowledge:

  • Technical Associate degree in plumbing or electrical engineering, or equivalent professional experience.
  • Relevant licensure is preferred.
  • 3-5 years of demonstrated experience in technical appliance repair, with a background in electronics, plumbing systems, hydronics, or boiler systems being a plus.

Skills:

  • Strong written and verbal communication skills, with the ability to present information effectively.
  • Proficient in Microsoft Word, Excel, and PowerPoint.
  • High level of technical analysis capability.
  • Ability to interact with diverse individuals, including customers and team members.
  • Commitment to quality and customer service.

Abilities:

  • Professional demeanor with confidence in interpersonal interactions.
  • Dedication to achieving organizational objectives.
  • Strong technical and customer service orientation.
  • High standards of integrity and honesty.
  • Team-oriented with the ability to work independently.

Physical Requirements:

Physical Activities:

  • Ability to remain in a stationary position for extended periods, whether standing or sitting.
  • Effective communication with others to exchange information and assess the quality of work.

Physical Demands:

  • Primarily sedentary work involving sitting or standing.

Environmental Conditions:

  • No adverse environmental conditions are anticipated.

Benefits:

Comprehensive medical, dental, vision, and prescription coverage.

Flexible Spending Account (FSA) options for medical and dependent care.

Paid Time Off (PTO) and floating holidays.

401(k) plan with company matching.

Company-paid life insurance and voluntary life insurance options.

Short- and long-term disability coverage.

Opportunities for professional development and tuition reimbursement.

Annual incentive plan and referral bonuses.

Paid volunteer community service day.

Commitment to a tobacco and drug-free workplace.

Discounts for employees, family, and friends.

Rinnai America Corporation is an equal opportunity employer, dedicated to fostering an inclusive and diverse workforce. We take affirmative action to ensure equal opportunity for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.