Technical Support Representative III at Rheem Manufacturing Company

📍 Job Overview

Job Title: Technical Support Representative III
Company: Rheem Manufacturing Company
Location: Oxnard, California, United States
Job Type: Full-time, Remote
Category: Technical Support & Customer Service
Date Posted: June 9, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: Remote (Oxnard, CA)

🚀 Role Summary

Advanced Customer Assistance: Provide expert-level support to customers via phone or electronic communication, addressing documented and undocumented service and installation issues.
Problem Solving: Diagnose and resolve complex technical problems related to boilers, internal controls, external controls, and integration with building automation systems.
Remote Work: Serve the Raypak Division remotely, based in Oxnard, CA.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to provide advanced support to customers in a remote setting.

💻 Primary Responsibilities

Customer Interaction: Handle inbound calls and electronic communications from customers, understanding their issues, and providing solutions.
Troubleshooting: Diagnose and resolve complex technical problems related to boilers, internal controls, external controls, and building automation systems.
Documentation: Maintain and update technical documentation, knowledge bases, and troubleshooting guides.
Collaboration: Work closely with internal teams, such as engineering and product support, to resolve escalated issues and improve products.
Training: Contribute to the development of training materials and conduct training sessions for customers and internal teams.

📝 Enhancement Note: This role involves a high level of problem-solving, requiring the ability to think critically and creatively to resolve complex technical issues.

🎓 Skills & Qualifications

Education: Bachelor's degree in Engineering, Technical Support, or a related field. Relevant military experience may be considered.

Experience: Proven experience (2-5 years) in technical support, customer service, or a related role, with a strong background in boiler systems, internal controls, external controls, and building automation systems.

Required Skills:

Proven technical support experience
Strong problem-solving skills
Excellent communication and interpersonal skills
Familiarity with boiler systems, internal controls, external controls, and building automation systems
Proficiency in using remote diagnostic tools and software
Ability to work independently and in a team environment

Preferred Skills:

Experience with CRM software (e.g., Salesforce, Zendesk)
Familiarity with remote support tools (e.g., TeamViewer, Zoom)
Knowledge of HVAC systems and industry standards
Fluency in multiple languages

📝 Enhancement Note: This role requires a unique blend of technical expertise and strong communication skills to provide advanced support to customers in a remote setting.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Provide examples of complex technical issues you've resolved, explaining your troubleshooting process and final solution.
Include customer feedback or testimonials highlighting your problem-solving skills and customer service.
Demonstrate your ability to create and maintain technical documentation, such as troubleshooting guides or knowledge bases.

Technical Documentation:

Include examples of your technical writing, such as step-by-step guides, FAQs, or tutorials.
Showcase your ability to create and maintain up-to-date technical documentation using tools like Confluence or SharePoint.

💵 Compensation & Benefits

Salary Range: $60,000 - $80,000 per year (based on regional market data for technical support roles with 2-5 years of experience)

Benefits:

Medical, dental, and vision insurance
Retirement savings plan with company match
Paid time off (vacation, sick, and holidays)
Employee discounts on Rheem products
Tuition reimbursement for job-related courses

Working Hours: Full-time, Monday-Friday, 8:00 AM - 5:00 PM PST, with flexibility for occasional on-call duties.

📝 Enhancement Note: Salary range is estimated based on regional market data for technical support roles with 2-5 years of experience in the Oxnard, CA area.

🎯 Team & Company Context

🏢 Company Culture

Industry: Manufacturing (HVAC and water heating systems)

Company Size: Medium (5,000-10,000 employees)

Founded: 1925

Team Structure:

The Technical Support team is part of the broader Customer Support organization.
The team consists of support representatives, team leads, and managers.
The Raypak Division, where this role is based, focuses on commercial and residential water heating products.

Development Methodology:

The team follows a structured problem-solving process, emphasizing root cause analysis and continuous improvement.
Collaboration and knowledge sharing are encouraged, with regular team meetings and training sessions.

Company Website: https://www.rheem.com/

📝 Enhancement Note: Rheem Manufacturing Company is a well-established manufacturer of HVAC and water heating systems, with a strong focus on customer support and continuous improvement.

📈 Career & Growth Analysis

Technical Support Career Level: Intermediate (2-5 years of experience)

Reporting Structure: This role reports directly to the Technical Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction and product reliability by resolving complex technical issues and contributing to the improvement of technical documentation.

Growth Opportunities:

Technical Support Lead: Manage a team of technical support representatives, focusing on team performance, training, and process improvement.
Senior Technical Support Specialist: Provide advanced support and mentoring to other technical support representatives, with a focus on complex, escalated issues.

📝 Enhancement Note: This role offers opportunities for career growth within the Technical Support organization, focusing on team leadership, mentoring, and advanced problem-solving.

🌐 Work Environment

Office Type: Remote (with occasional on-site visits to the Oxnard, CA office)

Office Location(s): Oxnard, CA

Workspace Context:

Remote work requires a dedicated workspace with a reliable internet connection and appropriate tools for remote support.
Occasional on-site visits may be required for team meetings, training, or special projects.

Work Schedule: Full-time, Monday-Friday, 8:00 AM - 5:00 PM PST, with flexibility for occasional on-call duties.

📝 Enhancement Note: This role offers a remote work arrangement, requiring a dedicated workspace and occasional on-site visits to the Oxnard, CA office.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen: A brief conversation to assess communication skills and technical background.
Technical assessment: A hands-on exercise demonstrating your ability to diagnose and resolve technical issues related to boiler systems, internal controls, external controls, and building automation systems.
Panel interview: A conversation with team members to discuss your problem-solving approach, customer service skills, and cultural fit.
Final interview: A meeting with the hiring manager to review your qualifications and answer any remaining questions.

Portfolio Review Tips:

Highlight your problem-solving skills and ability to explain complex technical concepts to non-technical customers.
Include examples of your technical documentation and demonstrate your ability to create and maintain up-to-date resources.

Technical Challenge Preparation:

Brush up on your boiler systems, internal controls, external controls, and building automation systems knowledge.
Practice using remote diagnostic tools and software to troubleshoot technical issues.

ATS Keywords: Technical Support, Customer Assistance, Problem Solving, Boiler Systems, Internal Controls, External Controls, Building Automation Systems, Remote Support, Troubleshooting, Documentation, Customer Service.

📝 Enhancement Note: The interview process for this role focuses on assessing your technical problem-solving skills, communication abilities, and cultural fit within the Technical Support organization.

🛠 Technology Stack & Web Infrastructure

Remote Support Tools:

TeamViewer
Zoom
Remote desktop software (e.g., Windows Remote Desktop, VNC)

Diagnostic Tools:

Boiler-specific diagnostic software (e.g., Raypak's RDI software)
Building automation system diagnostic tools (e.g., BACnet, Modbus)

Documentation Tools:

Confluence
SharePoint
Microsoft Office Suite

👥 Team Culture & Values

Technical Support Values:

Customer-focused: Prioritize customer satisfaction and resolve issues promptly and effectively.
Problem-solving: Approach technical challenges with a proactive and creative mindset.
Continuous learning: Stay up-to-date with the latest technologies and industry trends.
Collaboration: Work closely with internal teams to resolve escalated issues and improve products.

Collaboration Style:

Cross-functional collaboration with internal teams, such as engineering and product support.
Knowledge sharing and regular team meetings to discuss troubleshooting strategies and best practices.
A supportive and inclusive team environment that encourages growth and development.

📝 Enhancement Note: The Technical Support team at Rheem Manufacturing Company values customer focus, problem-solving, continuous learning, and collaboration to provide exceptional support to customers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving complex, undocumented technical issues related to boiler systems, internal controls, external controls, and building automation systems.
Keeping up-to-date with the latest technologies and industry trends in HVAC and water heating systems.
Adapting to a remote work environment and providing exceptional customer support from a distance.

Learning & Development Opportunities:

Attend industry conferences and workshops to stay current with the latest technologies and best practices in technical support.
Participate in internal training sessions and webinars to develop your skills and advance your career.
Seek mentorship opportunities within the Technical Support organization to learn from experienced team members.

📝 Enhancement Note: This role presents technical challenges and learning opportunities focused on resolving complex technical issues, staying current with industry trends, and adapting to a remote work environment.

💡 Interview Preparation

Technical Questions:

Describe your experience with boiler systems, internal controls, external controls, and building automation systems.
Walk us through your problem-solving process for a complex, undocumented technical issue.
How do you approach explaining technical concepts to non-technical customers?

Company & Culture Questions:

Why are you interested in this remote Technical Support role at Rheem Manufacturing Company?
How do you handle difficult customers or challenging situations?
Describe your experience with remote work and how you maintain productivity in a remote environment.

Portfolio Presentation Strategy:

Highlight your problem-solving skills and ability to explain complex technical concepts to non-technical customers.
Include examples of your technical documentation and demonstrate your ability to create and maintain up-to-date resources.
Showcase your customer service skills and commitment to customer satisfaction.

📝 Enhancement Note: The interview process for this role focuses on assessing your technical problem-solving skills, communication abilities, and cultural fit within the Technical Support organization.

📌 Application Steps

To apply for this Technical Support Representative III position:

Submit your application through the provided link.
Tailor your resume and portfolio to highlight your technical support experience, problem-solving skills, and customer service abilities.
Prepare for the technical assessment by brushing up on your boiler systems, internal controls, external controls, and building automation systems knowledge.
Research Rheem Manufacturing Company and the Raypak Division to understand their products, industry, and company culture.
Prepare for the interview process by practicing your problem-solving approach, customer service skills, and remote work strategies.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Representative III