HVAC Technical Support Representative

LOCATION REQUIREMENT: Field/Remote-based but must reside in Florida and be near a major U.S. airport.

At Rheem, we are dedicated to bringing comfort to people’s lives. As a leading global manufacturer of heating, cooling, and water heating equipment, we are innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It is an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem - and help shape the future of products that impact lives—every day.

This Residential HVAC Technical Support Rep delivers technical training, provides remote and on-site support, and resolves customer issues for channel partners. The role supports Residential HVAC, hydronic, and domestic water-heating products; strengthens the capabilities of internal and external partners; and collaborates across functions to identify, communicate, and resolve product, quality, warranty, and consumer concerns. Success requires sound business judgment, strong technical expertise, clear communication, and the ability to lead through influence. 

This position will serve our Southeastern district. This position is field based in Florida and must be based near a major US airport.

• 10 + years’ experience with residential HVAC, hydronic, and domestic water-heating products or equivalent demonstrated technical knowledge
• Ability to develop and facilitate technical training for audiences with varying levels of experience.
• Strong troubleshooting, analytical, and decision-making skills, including the ability to assess complex field situations and determine practical next steps.
• Clear, professional written and verbal communication skills with the ability to influence customers and cross-functional partners.
• Strong customer orientation, relationship-building skills, and sound judgment when managing escalated or sensitive concerns.
• Ability to organize multiple priorities, document work accurately, and follow issues through resolution.
• Must be able to full perform physical functions of this role, including the ability to lift up to 50 pounds, crawl, and climb.
• Ability to travel to distributor, contractor, training, and job-site locations as business needs require.

How to stand out:

• Associates and / or Bachelors Degree in related field
• Prior instructor/training experience preferred
• NATE certifications preferred

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:

• Adapting
• Business Understanding
• Collaborating
• Communicating Effectively
• Continuously Improving
• Customer-Orientation
• Developing Self
• Focusing on Results
• Influencing
• Managing Relationships
• Managing Work
• Problem Solving & Decision Making

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

#LI-NH1

#LI-Remote

• Technical Training & Development: Develop and deliver effective technical training for channel partners and internal stakeholders. Adapt content to audience needs, reinforce product knowledge and troubleshooting skills, and evaluate training effectiveness.
• Technical Support—Remote & Job Site Visits: Provide timely remote technical guidance and job-site visit support for complex product, installation, and application issues. Diagnose concerns, recommend practical solutions, and document outcomes and follow-up actions.
• Special Projects: Lead or contribute to cross-functional initiatives that improve customer experience, technical capability, service processes, product support, or business performance.
• Quality Reporting and Triage: Identify potential product quality trends, gather relevant field information, document findings, and partner with Quality, Engineering, Product, and Service teams to support investigation and resolution.
• Consumer Case Closure: Support the resolution and closure of escalated consumer cases by coordinating technical findings, next steps, and stakeholder communication.
• Special Warranty Authorizations: Review requests, apply established guidelines and business judgment, document decisions, and coordinate approved warranty solutions.