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Regional Service Manager

2 months ago

Kearny, United States Rinnai America Corporation Full time
Job Summary

Rinnai America Corporation is seeking a highly skilled Regional Service Manager to develop and manage our field service network throughout the assigned region. This role will provide technical support, product training, and service network management to ensure the highest level of customer satisfaction.

Key Responsibilities
  • Service Network Development: Establish and manage an authorized service network within the region to provide in-home/onsite service of Rinnai products.
  • Technical Support: Provide ongoing technical training to sales representatives, customers, installers, and authorized service agents.
  • Service Quality Monitoring: Monitor the quality of service provided by authorized service agents and develop individual improvement programs as needed.
  • Product Training: Provide product training to areas sales representatives, customers, installers, and authorized service agents.
  • Escalated Issue Resolution: Provide support in addressing and resolving escalated field product performance issues.
  • Commercial Product Installations: Provide support on major commercial product install projects, ensuring proper sizing and correct installation of products.
  • Regional Support: Provide developmental support to Rinnai's Regional Service Managers and off-site Technical Specialists located throughout North America.
  • Liaison Role: Serve as a liaison between the field and Rinnai's Engineering department to identify performance or quality issues and gather information to support the same.
Requirements
  • Education: Bachelor's degree and/or equivalent experience in a related field of study, such as electrical, electronics, plumbing systems, hydronics, and/or boiler systems.
  • License: Plumbing/HVAC/Electrical or Gas License required.
  • Experience: Minimum 5 years of troubleshooting experience with residential and commercial gas water heaters and boiler systems.
  • Training Experience: Previous experience in training/teaching required.
  • Management Experience: Minimum of 2 years' experience in managing a territory preferred.
Skills
  • Communication: Excellent communication skills, both written and verbal, with the ability to present in front of groups.
  • Technical Skills: High degree of technical and analytical skills.
  • Customer Service: Ability to work with various levels of people, customers, or teams.
  • Language Skills: Fluency in Spanish is a plus.
Physical Requirements
  • Lifting: Ability to lift up to 75 lbs.
  • Travel: Ability to travel up to 75% and submit expenses for reimbursement weekly.
  • Physical Activities: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like.
Benefits
  • Medical, Dental, Vision, and Prescription: Comprehensive health insurance package.
  • Flexible Spending Account (FSA): Options for medical and dependent care.
  • Paid Time Off (PTO): Generous paid time off policy.
  • 401(k) Plan: Company match and vesting schedule.
  • Professional Development: Tuition reimbursement and training opportunities.