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Product Customer Support Specialist (REMOTE)

Company: Rinnai America Corp
Location: Portland
Posted on: November 22, 2021

Job Description:

Rinnai America 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. We aim to do this by a commitment to our employees, with a strong, accountable culture and a practice of giving back to our communities.
Rinnai America is also proud to be the only tankless water heating manufacturer in the US, with the start of its first production facility in Georgia.RESPONSIBILITIES
TECHNICAL SUPPORT/SERVICE


  • 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.
  • Rotating shift schedule (8am-4:30pm, 8:30am-5pm, 9:30am-6pm, 10:30am-7pm and 11:30am-8pm)
  • Maintain company provided tools, equipment and property.
  • Embrace and support growing business demands in a changing environment
    OTHER:

    • Other duties and responsibilities as required
    • Awareness and compliance of Company Policies and Procedures
      KNOWLEDGE

      • Technical Associate's 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
            BENEFITS
            • Medical, Dental, and Vision
            • 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

Keywords: Rinnai America Corp, Portland , Product Customer Support Specialist (REMOTE), Other , Portland, Oregon

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