Technical Services Analyst II

Join2J Supply proudly part ofRheem a global leader in Heating Ventilation and Air Conditioning (HVAC) innovation!

With over 60 years of trusted service2J Supplyhas built a strong network across Ohio Kentucky West Virginia and Indiana delivering top-quality HVAC products exceptional service and industry-leading training to residential contractors.

At 2J Supply we continue to operate with asmall-company feelbut with theresources 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 were stronger than ever and committed to:

• Listening to Understand
• Contributing Respectfully
• Thinking Creatively
• Acting with Responsibility

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 Technical Services Analyst II will provide support for desktop/laptop computers and peripherals which includes installing diagnosing repairing maintaining and upgrading all hardware software and equipment while ensuring optimal performance. Troubleshoot reported problems in a timely and accurate manner and provide end user training/assistance when required.

This position will serve2J Supply customersfrom a home-based office located in the area. Our ideal candidate is based in Dayton OH.

• Provide remote technical support for HVAC product installation and service identifying and communicating risks requirements and issues or escalating to appropriate resources when needed.
• Communicate technical information clearly and effectively to individuals with varying levels of experience including customers and internal teams.
• Build and maintain positive customer-focused relationships with Sales Operations and other internal partners.
• Conduct on-site customer visits to provide technical guidance troubleshoot issues and support problem resolution escalating complex matters to manufacturers or senior resources as appropriate.
• Learn and utilize approved software tools for load calculations and ductwork design and equipment planning.
• Develop and deliver training programs on product lines and applications including certification courses and sessions to enhance product knowledge for internal and external teams.
• Participate in industry and manufacturer-led training to maintain current knowledge of products technologies and best practices.
• Collaborate with customers vendors and internal teams to ensure proper product application and adherence to technical specifications.
• Maintain accurate records of customer interactions product issues and service updates; provide feedback to support continuous improvement of products and services.
• Troubleshoot technical problems respond to inquiries and recommend effective solutions to customers and internal stakeholders.
• Utilize tracking systems to document and manage customer visits inquiries and ongoing communication.
• Serve as a lead trainer for the organization delivering in-depth vendor product training and supporting a train-the-trainer model for employees and customer certification needs.
• Perform other duties and responsibilities as assigned.

• Bachelors Degree in Management Marketing or related field.
• 3 years of HVAC industry experience preferably with specialized or complex product lines.
• Strong verbal written and interpersonal communication skills with the ability to convey technical information clearly
• Valid unrestricted drivers license with the ability to travel to branch locations and customer sites as needed
• Proficiency with Microsoft Office (Word Excel PowerPoint) and ability to learn and apply technical systems and manufacturer specifications
• Demonstrated ability to troubleshoot issues think critically and solve problems in a fast-paced environment
• Ability to manage multiple priorities effectively and adapt to changing demands
• Strong customer service skills with the ability to navigate challenging situations in a professional and solutions-oriented manner
• Willingness to provide occasional after-hours support as needed
• Ability to learn and utilize industry-specific tools including load calculation and equipment design software

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.

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