Supervisor, Technical Support

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, but must be based near a major US city, per Rheem’s Remote Working Policy.

• 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

• 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

The Pay scale of this role based in Arkansas is $98,900 - $108,900. The pay scale for this position in California, New York City, New York or Connecticut is $107,212 - $117,212. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.

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At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem, and help shape the future of products that impact lives—every day.
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 contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.
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. Apply