Technical Support Representative II

Job description

The Technical Support Representative II provides advanced technical assistance to customers via phone and electronic communication. This role is responsible for diagnosing and resolving both documented and undocumented service and installation issues, which may involve internal and external controls and integration with building automation systems. The position supports Raypak / Rheem application projects within the Raypak Division. This position will serve our Raypak Division, located in Oxnard, CA. - Provide verbal and written technical support to customers regarding product installation, service, repair, and general product inquiries. - Troubleshoot errors, diagnose technical problems, clearly explain findings, and initiate the repair process as required. - Interpret and explain warranty information to customers and coordinate with the Warranty Team when necessary. - Arrange returns for malfunctioning or defective products for repair or replacement. - Utilize computerized systems to track customer requests, troubleshoot issues, document resolutions, manage parts or spare inventory, and determine warranty eligibility. - Continuously learn and support Raypak residential products a...