Regional Service Manager

6 months ago

Toronto, 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.

**What does a Regional Service Manager do at Rinnai?**

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.
- ** This position will manage a territory that includes Eastern Canada; Toronto and surrounding areas.**

What you will do:
**RESPONSIBILITIES**
- 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.
- Ensure all activities involved in comply with established legislative laws and/or Company policies and procedures

**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/HVAC/Electrical or Gas License is required.
- Minimum 10 years troubleshooting experience with residential and commercial gas water heaters and boiler systems.
- 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 self-starter with the ability to work both individually and in a team environment.
- Ability to multitask.
- 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 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

**Physical Requirements**:
**Physical Activities**

Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like. Moving self in different positions to accomplish tasks in various environments including tight and confined spaces. Remaining in a stationary position, often standing, or sitting for prolonged periods. Moving about to accomplish tasks or moving from one worksite to another. Adjusting or moving objects up to 75lbs and repeating motions that may include the wrists, hands and/or fingers. Constantly communicating with others to exchange information. Operating motor vehicles or heavy equipment. Assessing the accuracy, neatness and thoroughness of the work assigned.

**Environmental Conditions**

Occasionally low and high temperatures. Outdoor elements such as precipitation and wind. Noisy environments. Hazardous conditions. Poor ventilation. Small and/or enclo

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