Jobs in the United States

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Added 1 min ago
Principal Engineer - Platform Operations
Westinghouse Electric Company, LLC
Cranberry Township, NC
Lead technical root cause analysis and post-incident reviews for recurring infrastructure issues, driving corrective and preventative actions.
Added 2 mins ago
PE Quality Senior Manager
MOBIS
Richmond Hill, GA
Oversee containment activities, traceability reviews, root cause analysis, corrective and preventive actions, and effectiveness verification to ensure sustainable resolution.
Added 5 mins ago
Reliability Engineer
Smithfield Fresh Meats Corp
Tar Heel, NC
Data Analysis & Best Practices Sharing: Use CMMS/SAP for reliability data analysis and to forecast equipment cost of ownership. Share best practices, root cause solutions, and process…
Added 6 mins ago
Sr. Systems Verification Engineer
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Tallassee, AL · Duluth, GA
Defect analysis and quality feedback. Determine root cause across HW/FW/SW boundaries and feed significant escapes back into requirements, procedures, and regression tests.
Added 8 mins ago
Principal Software Development Engineer in Test
Disney Entertainment & Sports LLC
New York, NY · Glendale, CA
Facilitate root cause analysis on high-severity incidents and communicate findings to leadership.
Added 12 mins ago
Mechanical Engineer
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Fayetteville, TN
Support system/component level failures and investigates problems through FMEA and structured root cause analysis such as 8D
Added 16 mins ago
Device Engineer - II (IC)
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Must Have: Qualcomm QCS experience + Board Bring-up + Embedded Linux + C/C++ + ITAR Compliance + Onsite Boston
Added 16 mins ago
Technical Operations Engineer
MID-STATES DISTRIBUTING LLC
FORT WORTH, TX
Perform root-cause analysis rather than relying solely on temporary fixes.
Added 16 mins ago
S
Quality Engineer
Saint-Gobain
NORWOOD, MA
- $81,500 to $126,500 USD / year
Conduct root cause analysis and implement corrective and preventive actions.
Added 16 mins ago
Senior EMC/EMI Compliance Engineer (TERADYNE, North Reading, MA)
Teradyne
North Reading, MA
Must have good knowledge of EMC Standards such as IEC 61326-1 or equivalent
Added 16 mins ago
Application Integration Engineer
Kelly Services
Woburn, MA
Advanced abilities in mechanical assembly, electrical wiring, and root cause analysis
Added 16 mins ago
Sr. Equipment Process Engineer- Downstream
Sanofi Group
Framingham, MA
Candidates without a bachelor's degree must have at least 8 years of such experience
Added 16 mins ago
Reliability & Methods Engineer
Sanofi Group
Framingham, MA
Lead root-cause investigations for recurring, complex, high-impact, or poorly understood equipment failures.
Added 16 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 16 mins ago
Reliability & Methods Engineer
Sanofi Group
Framingham, MA
Lead root-cause investigations for recurring, complex, high-impact, or poorly understood equipment failures.
Added 16 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 16 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 16 mins ago
Software Engineer
Highmark Health
Boston, MA
This job is an integral member of an agile software engineer team responsible for building complex scalable software applications across all digital channels to serve our customers. The…
Added 17 mins ago
Civil/Structural Engineer, P.E, Senior
EFI Global
Boston, MA · Springfield, MA
However, candidate must reside in southern New England region
Added 18 mins ago
R&D Electrical Hardware & Systems Engineer
Nexteer Automotive Corporation
Saginaw, MI
Hands-on experience with lab equipment (oscilloscopes, power supplies, electronic loads, logic analyzers) and strong debugging and root-cause analysis skills.
Added 19 mins ago
Digital Response Representative
Rheem
Montgomery, AL
Experience managing complex customer escalations, conducting root cause analysis, and recommending business process improvements.
Added 26 mins ago
Senior Mechanical Engineer
ASML US, LP. (US30)
Wilton, CT
Lead root-cause analysis and structured problem solving for technical issues using data-driven methods, ensuring timely closure of design, integration, and field-related escalations.
Added 30 mins ago
Principal Staff Engineer - Web Platform
PlanetArt
Remote, United States
…infrastructure, networking, database, CDN, and deployment layers. Lead root cause analysis and drive long-term stability…
Added 31 mins ago
IG
Lead FPGA Design Engineer
Insight Global
Austin, TX
- $100,000 to $180,000 USD / year
Ability to lead technical decisions, drive root cause analysis, and align multiple engineering disciplines toward successful execution.
Added 31 mins ago
Mechanical Engineer
Oterra
Mount Pleasant, WI
Troubleshoot mechanical and process equipment issues; perform root cause analysis and implement permanent corrective actions.

Rheem

Digital Response Representative

Montgomery, AL, United States

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

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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