HVAC Technical Support Representative - Distribution

Join Rheem Midwest Distribution (RMD) - Air Management Supply and Design Air, proudly part of Rheem, a global leader in Heating, Ventilation and Air Conditioning (HVAC) and Water Heating innovation!

With over 100 years of trusted service, RMD has built a strong network across the Midwest delivering top-quality HVAC products, exceptional service, and industry-leading training to residential contractors.

At RMD, we continue to operate with a small-company feel but with the resources and benefits of a large company—creating opportunities for growth and success for both our team and our customers. As part of the Rheem family, we’re stronger than ever and committed to:

• Building respectful relationships

• Acting with integrity

• Prioritizing service to others

• Striving for excellence

Step into an environment where innovation meets opportunity, and where you can grow with a company that values both its employees and its customers!

The HVAC Technical Support Representative serves as a technical expert and trusted resource for customers, contractors, and internal teams. This role is responsible for troubleshooting HVAC equipment and system issues, supporting warranty processes, providing technical training, and exceptional customer service internally and externally. The ideal candidate combines strong technical knowledge with excellent communication skills to resolve complex issues, educate, and support the successful application our product offerings.

This position serves RMD - Air Management Supply and Design Air, 

The ideal candidate will be located in Madison, WI - Milwaukee, WI - Minneapolis, MN, - Omaha, NE locations.

• Minimum 5 years of related HVAC experience in a technical capacity is required
• Experience in preventative maintenance, installation, and repair of heating, ventilating or air conditioning systems required
• Degree in the HVAC industry preferred, but not required
• Hydronics or commercial product knowledge and experience preferred
• Instructional or training experience preferred
• Strong mechanical and electrical troubleshooting skills
• Excellent verbal and written communication skills with the ability to explain technical concepts to audiences with varying levels of expertise
• Ability to read and interpret wiring diagrams, schematics, and technical documentation
• Ability to work with a variety of people and difficult situations in a positive, professional, and open-minded manner
• Ability to think critically and logically under pressure and work in a fast-paced environment
• Passion for learning and training others
• Proficiency with CRM systems and Microsoft Office applications
• Effective multitasking, listening and problem-solving skills
• Willingness to travel 25% locally for customer visits, technical support, and training activities

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

• Aligning Performance for Success

• Applying Business Knowledge

• Building Talent

• Building Trusting Relationships

• Communicating with Impact

• Customer-Orientation

• Delegating Tasks

• Executing/Leading the Team

• Facilitating Change

• Fostering Relationships/Emotional Intelligence

• Influencing

• Problem Solving & Decision Making

• Supporting Innovation

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

#LI-Onsite

#LI-NH

Technical Support & Troubleshooting

• Serve as a primary technical resource for contractors, customers, and internal team members.
• Troubleshoot equipment and system issues ranging from basic to highly complex via phone, email, virtual meetings, and on-site visits.
• Analyze technical problems, identify root causes, and recommend effective solutions.
• Clearly communicate technical findings, recommendations, and resolutions to customers, colleagues, and manufacturers.
• Support local branch teams with technical expertise and product application assistance as needed.

• Utilize multiple resources, technical documentation, and manufacturer tools to research and resolve issues.

Customer Training & Education

• Develop and deliver technical training programs for customers, contractors, and internal staff.
• Conduct on-site and classroom-style training sessions on equipment operation, installation, troubleshooting, and best practices.

• Provide ongoing education and support to improve customer confidence and product knowledge.

Warranty & Product Evaluation

• Evaluate warranty claims and equipment issues to determine eligibility and appropriate resolution.
• Inspect returned, damaged, defective, or recalled equipment and coordinate vendor return and repair processes.
• Review customer labor claims and provide recommendations based on warranty guidelines and product requirements.
• Partner with manufacturers and vendors to facilitate warranty support and issue resolution.

Technical Design Support

• Collaborate with the Design Engineering team to interpret and develop wiring diagrams and system layouts.
• Assist in reviewing equipment applications and system configurations to ensure proper installation and performance.

• Provide technical guidance on product selection, operation, and system functionality.

Documentation & Customer Service

• Accurately document customer interactions, technical issues, resolutions, warranty claims, and follow-up activities within the CRM system.
• Maintain detailed records and ensure timely communication regarding open issues and customer requests.
• Deliver a high level of customer service by responding promptly, professionally, and effectively to all inquiries.

• Follow through on commitments and ensure customer concerns are resolved to completion.

Additional Responsibilities

• Conduct field visits to customer sites for technical support, diagnostics, and training.
• Stay current on product updates, manufacturer requirements, industry trends, and emerging technologies.
• Perform other duties and special projects as assigned.