Boiler/Hydronic Tankless Technical Support Specialist (Remote)

Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes “yank the tank” and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US. We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.

Rinnai America Corporation (RAC) is looking for RAC-STARS! Check out why Rinnai is the hottest place to work https://www.rinnai.us/about/why-rinnai.

What does a Technical Support Specialist do at Rinnai?

Provide phone support in the service, installation and troubleshooting of all Rinnai product. Ensure the identification, documentation, and resolution of quality/performance issues; Support in the repair and/or failure analysis of product returned to Rinnai. THIS IS A REMOTE EMPLOYMENT OPPORTUNITY.

• This position is remote. You may have to attend onsite training at Corporate Office: 103 International Dr. Peachtree City, GA.
• The pay rate for a Technical Support Specialist is up to $30/hr. depending on experience. 
• Other Perks/Benefits: Best-in-class health benefit programs that provide eligibility on 1st day of employment, 401k match, Paid Volunteer Community Service Day, and so much more.
• Preferred experience: hydronic, plumbing, or boiler experience. Familiar with schematics and or ladder diagrams.
• 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 inquires 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, to include documenting results of failure analysis on product.    
• Liaise with Sales, Marketing, Engineering and Service staff to maintain an understanding of product features/specifications and quality controls standards.
• Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions.  
• Ensure records of all work orders, quality control reports, failure analysis, RGA’s, credits, returns, shipping request, 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 of Company Policies and Procedures

REQUIREMENTS:

KNOWLEDGE

• 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.

SKILLS

• 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.

ABILITIES

• 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:

Physical Activities

• 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.

Physical Demands

• Constant sedentary work that primarily involves sitting/standing.

Environmental Conditions

• 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

This is an evergreen position. Applications are reviewed on an ongoing basis, and qualified candidates will be contacted as new positions open that align with their experience.