Jobs in the United States

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Added 2 mins ago
Mechanical Engineer
Ariens Company
Fayetteville, TN
Our environment? We’re corporate, without being “corporate.” Whether you work at our headquarters, manufacturing facilities, or one of our global distribution businesses, you’ll always have…
Added 2 mins ago
Chief Engineer-Snow Products
Ariens Company
Brillion, WI
Our environment? We’re corporate, without being “corporate.” Whether you work at our headquarters, manufacturing facilities, or one of our global distribution businesses, you’ll always have…
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Packaging Engineer
Kelly Services
Groveport, OH
- $100,000 USD / year
Kelly Engineering has an excellent direct hire opportunity for a Packaging Engineer with an industry leader in the Columbus, Ohio area. This position offers growth potential and a…
Added 6 mins ago
Senior Project Engineer, Abrasives
Stanley Black and Decker
East Longmeadow, MA
This is a hybrid position and requires onsite work 3 days per week at our East Longmeadow, MA location
Added 6 mins ago
Sr Adv Test Manufacturing Engineer
Honeywell Technologies
Acton, MA
YOU MUST HAVE
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Product Quality Engineer, Robotics Manufacturing and Technical Operations
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Support Engineer III, Amazon Robotics IT Service Management
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Mechanical Order Engineer
Siemens
Hingham, MA
We are looking for a Mechanical Order Engineer based in our Hingham, MA location.
Added 6 mins ago
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Quality Engineer
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NORWOOD, MA
- $81,500 to $126,500 USD / year
The Quality Engineer is responsible for leading quality initiatives and ensuring products manufactured at the facility meet established quality standards. This role utilizes data analysis…
Added 6 mins ago
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Application Integration Engineer
Kelly Services
Woburn, MA
Background in manufacturing, automation, or work with hardware-centric startups
Added 6 mins ago
Sr. Equipment Process Engineer- Downstream
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Framingham, MA
Candidates without a bachelor's degree must have at least 8 years of such experience
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Reliability & Methods Engineer
Sanofi Group
Framingham, MA
The Reliability Engineer improves the reliability, maintainability, safety, and lifecycle performance of cGMP and non-cGMP manufacturing, utility, facility, and process systems.
Added 7 mins ago
Sr. Equipment Engineer
Sanofi Group
Framingham, MA
Candidates without a bachelor's degree must have at least 8 years of such experience
Added 7 mins ago
Reliability & Methods Engineer
Sanofi Group
Framingham, MA
The Reliability Engineer improves the reliability, maintainability, safety, and lifecycle performance of cGMP and non-cGMP manufacturing, utility, facility, and process systems.
Added 7 mins ago
Sr. Equipment Process Engineer- Upstream
Sanofi Group
Framingham, MA
Candidates without a bachelor's degree must have at least 8 years of such experience
Added 7 mins ago
Sr. Equipment Process Engineer - Upstream
Sanofi Group
Framingham, MA
Make an impact across borders and functions, collaborating with leaders to turn complex challenges into real-world solutions
Added 7 mins ago
General Dynamics Mission Systems Careers
General Dynamics Mission Systems
Pittsfield, MA
…Systems Deputy Program Manager , Engineering Systems Safety Engineer Sr Advanced Master Scheduler Sr Electrical Computer-Aided Design Specialist Integrated Support Facility Hardware…
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Senior Fire Protection Engineer (Advanced Manufacturing)
Jacobs
Boston, MA
In our Advanced Manufacturing Group, our team elevates our clients by delivering cost-effective and transformative projects to the specialty chemical, electric vehicle, manufacturing,…
Added 7 mins ago
Senior Manager, Knowledge & Context Architecture
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Boston, MA
Our mission is to design the knowledge an enterprise runs on, engineer the context its AI agents need, and prove that context can be trusted. This helps make Teradata's vision for an…
Added 7 mins ago
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Technical Customer Support Engineer Tier II
UVeye
Remote, United States
- $36 to $43 USD / hour
…General Motors, Volvo, and Hertz, our technology is utilized in manufacturing plants, dealerships, wholesale auctions, delivery fleets, seaports, and more. Our growing global team of over…
Added 7 mins ago
U
Technical Customer Support Engineer Tier II
UVeye
Remote, United States
- $36 to $43 USD / hour
…General Motors, Volvo, and Hertz, our technology is utilized in manufacturing plants, dealerships, wholesale auctions, delivery fleets, seaports, and more. Our growing global team of over…
Added 7 mins ago
U
Technical Customer Support Engineer Tier II
UVeye
Remote, United States
- $36 to $43 USD / hour
…General Motors, Volvo, and Hertz, our technology is utilized in manufacturing plants, dealerships, wholesale auctions, delivery fleets, seaports, and more. Our growing global team of over…
Added 7 mins ago
U
Technical Customer Support Engineer Tier II
UVeye
Remote, United States
- $36 to $43 USD / hour
…General Motors, Volvo, and Hertz, our technology is utilized in manufacturing plants, dealerships, wholesale auctions, delivery fleets, seaports, and more. Our growing global team of over…
Added 7 mins ago
OT Security Platform Engineer – Dragos
Cognizant
Boston, MA
We are seeking an experienced OT Security Platform Engineer / Technical Lead to own and operate the Dragos security monitoring platform across a global manufacturing environment. This is a…

Rheem

Digital Response Representative

Montgomery, AL, United States

Apply on hdde.fa.us2.oraclecloud.com About employer

Applications open in a new tab.

Job details

Experience: Bachelor’s degree in business, Communications, Management, or a related field and 0-1 years of relevant experience.
Posting language: English
Posted: Nov 11, 2026

Original job description

The Digital Response Representative serves as a subject matter expert responsible for evaluating complex customer escalations, assessing business risk, interpreting company policies and warranty guidelines, and determining appropriate resolution strategies. The role exercises independent judgment in balancing customer experience, brand reputation, legal considerations, financial impact, and operational objectives. This position partners cross-functionally with Customer Experience, Product Management, Quality, Legal, Marketing, and executive leadership to identify trends, recommend process improvements, and influence business decisions. This position will support Rheem North America, based in Montgomery, AL or Fort Smith, AR. This position follows a hybrid schedule, with 4 days (M-Th) onsite and 1 day (Fri) remote per week.

Analyze and resolve complex customer escalations, including executive, legal, regulatory, retail partner, and social media-related concerns, while determining appropriate resolution strategies that align with company objectives and risk tolerance.
Exercise independent judgment when evaluating and authorizing goodwill accommodations, warranty exceptions, product replacements, and other customer remedies within established authority guidelines.
Assess business, operational, financial, and reputational risks associated with customer concerns and recommend appropriate actions to leadership.
Interpret and apply company policies, warranty provisions, and service procedures to unique situations where standard practices may not apply.
Serve as a subject matter expert for customer escalations, providing guidance and recommendations to leadership on resolution strategies and customer experience matters.
Lead cross-functional investigations involving Customer Experience, Product Quality, Engineering, Manufacturing, Legal, Marketing, and Operations to identify root causes and implement effective solutions.
Analyze customer feedback, complaint data, escalation trends, and social media activity to identify systemic issues, business risks, and opportunities for process improvement.
Develop and recommend enhancements to escalation processes, customer communications, policies, and service procedures to improve customer satisfaction and operational effectiveness.
Prepare reports, analyses, and recommendations for leadership regarding recurring customer issues, escalation trends, and customer experience initiatives.
Maintain advanced knowledge of product specifications, operation, installation requirements, warranty guidelines, and water heater sizing principles to effectively support escalation investigations and technical inquiries.
Provide technical guidance and warranty interpretation to customers, internal stakeholders, and business partners regarding product service, installation, repair, and operational concerns.
Maintain accurate case documentation and ensure effective case management through proper utilization of CRM and related business systems.
Act as a customer advocate by building collaborative partnerships across departments and influencing outcomes that balance customer needs with business objectives.
Demonstrate professionalism, diplomacy, and sound judgment when handling sensitive, high-profile, or emotionally charged customer situations.
Bachelor’s degree in business, Communications, Management, or a related field and 0-1 years of relevant experience.
Experience managing complex customer escalations, conducting root cause analysis, and recommending business process improvements.
Experience collaborating with cross-functional teams and influencing business decisions.
Strong knowledge of customer experience, escalation management, warranty administration, and policy interpretation.
Advanced analytical, problem-solving, decision-making, and root cause analysis skills.
Excellent communication, negotiation, and conflict resolution abilities.
Ability to assess complex situations, manage risk, and develop effective solutions.
Proficient in CRM systems, case management platforms, and data analysis tools.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Ability to collaborate across departments and influence stakeholders at all levels.
Maintains confidentiality and handles sensitive matters with professionalism.
Ability to interpret policies and support business, customer, and operational objectives.
Meets the qualifications of a Technical Support Representative I.
Ability to read, comprehend, and follow technical, written, and verbal instructions, including basic wiring diagrams.
Completed the Career Path Development process for Technical Support Representative II or possesses equivalent experience.
Achieved a "Meets Standards" rating on the most recent performance review.
Demonstrated ability to work effectively in a team environment.

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.

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. 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.

Our Behavior Based Values set us apart:

Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.

Apply on hdde.fa.us2.oraclecloud.com About employer

More about this job

Skills

Apply company policies
Customer experience
Process improvement
Customer service
Leadership
Documentation
Case management
Root cause analysis
Business processes
Problem solving
Decision making
Communication skills
Negotiation
Conflict resolution
Data analysis
Organizational skills
Confidentiality
Technical support
Electrical wiring diagrams
Manage work
Think creatively

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Work requirements

Jobs in the United States