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Regional Service Manager

3 months ago

Vancouver, British Columbia, Canada Rinnai America Corp Full time

Creating A Healthier Way of Living


Rinnai America Corporation is the leader in tankless water heating, a technology that is growing rapidly as businesses and homes "yank the tank" and convert to an efficient, endless supply of hot water and the only tankless water heating manufacturer in the US.

We have a commitment to our employees and a strong, accountable culture with a practice of giving back to our communities.


THIS ROLE WILL SUPPORT THE UNITED STATES AND CANADA TERRITORY

ROLE:


This position exists to develop and manage Rinnai's field service network throughout the assigned region and to provide technical support, as needed, in resolving escalated product issues.

The position will provide product training throughout the region and will support, as necessary, major product installs, ensuring proper sizing and installation for the project.


RESPONSIBILITIES:

SERVICE MANAGEMENT

  • Establish an authorized service network within the region of responsibility for in home/onsite service of product manufactured and sold by Rinnai.
  • Negotiation of all labor rates for authorized service agreements within the region of responsibility.
  • Monitor the quality of service being provided by authorized service agents and where necessary develop individual improvement programs for identified service agents not performing to required standards.
  • Provide ongoing technical training to areas Sales Representatives, customers, Installers, and authorized Service agents.
  • Provide support, as needed, in addressing and resolving escalated field product performance issues.
  • Provide support on major commercial product install projects ensuring proper sizing and correct installation of products used in the project.
  • Provide developmental support to Rinnai's Regional Service managers and off site Technical Specialists located throughout North America.
  • Serve as liaison between the field and Rinnai's Engineering department in the identification of possible performance or quality issues and gathering of information in support of the same.
  • Provide support on major product install projects ensuring proper sizing and correct installation of products used in the project.
  • Interface with local code officials to address and work through identified code issues.
  • Represent Rinnai on off site visits and/or liability investigations as required.
  • Maintain company provided tools, equipment and property.

REQUIREMENTS:

KNOWLEDGE

  • Bachelor's degree and/or equivalent experience in a related field of study such as electrical, electronics, plumbing systems, hydronics, and/or boiler systems. Engineering degree preferred.
  • Plumbing/Electrical or Gas License a plus.
  • Minimum 5 years appliance/product troubleshooting experience (gas products a plus).
  • Previous experience in training/teaching required.
  • Minimum of 2 years' experience in managing a territory preferred.

SKILLS:

  • Must possess excellent communication skills, both written and verbal, with the ability to present in front of groups.
  • Must be a selfstarter with the ability to work both individually and in a team environment.
  • Ability to multi task.
  • High degree of technical and analytical skills.
  • Ability to work with various levels of people, customers or teams.
  • Knowledge in use of Word, Excel, Power Point and various web based tools.
  • Customer / Quality discipline.

ABILITIES:

  • Ability to lift up to 75 lbs.
  • Ability to travel up to 75% and submit expenses for reimbursement weekly.
  • Ability to safely operate company provided tools, equipment and property.
  • Professional approach; confidence in dealing with people.
  • Commitment to achieving established business goals.
  • Strong technical / customer service orientation.
  • High level of personal integrity and honesty.
  • Team player, able to operate with a great deal of independence.

BENEFITS
Medical, Dental, and Vision

Flexible Spending Account (FSA) options for Medical and Dependent Care

Paid Time Off (PTO), Floating Holidays (FH)

Paid Holidays

401(k) Plan with Company Match

Company Paid Life Insurance

Voluntary Life Insurance

Short
- and Long-Term Disability

Professional Development

Tuition Reimbursement

Annual incentive plan (AIP)

Referral Bonuses

Paid Volunteer Community Service Day

Tobacco and Drug-Free Campuses