Rinnai America Corp

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position is responsible for coordinating and executing the emergency and planned replacement jobs as well as preventive maintenance contracts for commercial customers participating in our National Accounts program. This position is remote. Schedule is Monday-Friday 8am-5pm EST and includes nights, weekends and holidays when on call. What you will do: - PROJECT MANAGEMENT SUPPORT - Coordinate with Sales Team to identify and select Commercial Service Providers in each major market to provide installation and repair services to Rinnai Commercial National Account customers. - Develop cost standards by type of project for labor and material negotiations for Installation and repair proposals. - Review and mitigate labor and material invoice variances to CSP installation quote. - Manage CSP grading process to be used by National Account Team to identify best source of labor in each major market based on Quality, Delivery, Cost of services. - Monitor Customer Resource Management (CRM) and other established tracking systems (Syteline, Service Channel, etc.) to ensure all relative account information is accurate and up to date. - SALES/CUSTOMER SUPPORT - Actively receive, manage, and complete emergency and non-emergency commercial service issues and inquiries received by phone, email, or service management providers platforms (Service Channel, Eco Trak, Corrigo, etc.). - Apply Rinnai’s “world class” customer service philosophy to our commercial customer base mainly composed of National Account (Brands) Customers, CSP’s, potential CSP’s, and distribution contacts. - Create Trouble-shooting guides for Rinnai products and those competitive models most used by Rinnai Commercial Account Customers, train National Account Coordinators to use guides to restore Hot Water to customer locations via phone when possible. - Develop Account Management relationships with customer base. - Establish effective working relations with Rep agencies, distributors, Area and Regional Sales Managers when needed to execute and dispatch emergency and planned calls. - Help to identify key account product and part item details and enter the orders directly into the Rinnai MRP computer system, ensuring orders are processed completely, accurately, and timely. - Use available technologies and product literature and follow established processes to ensure the effective handling of commercial customer inquiries and needs. - Follow up as needed on all active account-related issues in an efficient and timely manner. - Awareness and compliance with policies and procedures. - Escalate and reach out across the organization with a sense of urgency for assistance when needed. - OTHER - Willing to work weekly rotating On Call schedule, 24/7, including weekends, responding to customer emergencies, and customer updates. - Other duties and responsibilities as required. Qualifications - High school diploma or equivalent required. - Minimum 10 years of dispatch in a multi-task oriented busy environment, job costing, project management, account management, sales support, or other related customer service experience in a customer support setting. Management experience a plus. - Pre-existing relationships with key service providers in major markets throughout the US. - Possess Knowledge of market-based pricing for labor and materials by type of job. - Proven experience and knowledge effectively servicing direct customer accounts in a multi-channeled working environment. - Customer Resolution Techniques to successfully complete most challenging customer situations. - Existing fundamental knowledge of Rinnai America’s product portfolio and customer interaction protocols preferred. - Technical repair in the plumbing or appliance industries. Water heating preferred. Requirements - Confident, professional, courteous telephone techniques. - Excellent verbal and written communication skills to deliver and interpret information exchange concisely. - Build and maintain relationships with key accounts, sales reps, customers, and staff at all levels. - Able to negotiate toward win/win solutions. - Time management skills, with the ability to listen and follow through with appropriate action with a sense of accuracy and urgency. - Working knowledge of MS Office (Word, Excel). Ability to create and use spreadsheets as needed. - Ability to perform mathematical calculations in proposals for cost and profit analysis. - Demonstrated ability to aggressively and proactively follow-up until job is completed. - Ability to be self-directed and follow-up on active jobs in a timely manner as expected by the customer. - Ability to proactively identify continuous improvement initiatives to enhance customer experience. - Ability to sort through complex data, prioritize, and resolve multi levels of information. - Ability to work co-operatively and effectively in a team while developing effective interdepartmental relationships. - Strong account management skills. - Adaptability and flexibility. - Ability to plan and operate with a minimum of supervision. - Approachable, able to establish rapport. Physical Requirements - Constantly remaining in stationary position, often standing, or sitting for prolonged periods. - Occasionally, adjusting or moving objects up to 2lbs in all directions. - Constantly, communicating with others to exchange information. - Repeating motions that may include the wrists, hands and/or fingers. - Constantly, assessing the accuracy, neatness and thoroughness of the work assigned. Benefits - Medical, Dental, Vision, and Prescription. - 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. - Employee, family, and friend’s discount.

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. Rinnai America Corporation (RAC) is looking for RAC-STARS! Check out why Rinnai is the hottest place to work https://www.rinnai.us/about/why-rinnai. This remote role will support the following States/Territories: IA/NE/6 counties in IL What does a Territory Sales Manager do at Rinnai? POSITION SUMMARY Responsible to create and execute residential and commercial programs among all segments in the specified regional area to expand Rinnai’s market share. Coordinate with the territory managers, BDM team, Regional Sales Manager, to ensure team is effectively maximizing opportunities to achieve corporate objectives What you will do: RESPONSIBILITIES • Responsible for achieving sales targets, strategies, and tactics for the Rinnai assigned territory • Sales development and growth of Repair and Replace segment. • Sales development and growth of assigned new construction builder Plumbing Contractors. • Sales development and growth of assigned Commercial Mechanical/ Plumbing contractors. • Provide product and installation training as needed to Plumbing contractors by segment. • Implement and provide pricing, applicable discounts, advertising, and programs as approved by the Director of Sales. • Manage and gain alignment with Distribution partners in the Territory. • Travel efficiently in assigned Territory to deliver sales targets and market development responsibilities. • Quarterly review of progress and set achievement milestones • Conducts product knowledge training for all distributor sales (inside, outside, counter, and Showroom) • Define, plan, and execute highest probability RNC plumber, R&R plumber, and Commercial client alignment. • Create localized plumber conversion programs for each responsible MSA’s. • Build and execute presentation data needed to move Builders and Plumbers from tanks to tankless • Maintain appropriate contact with distributors and sales outlets to support supply chain • Utilize CRM to manage all sales funnel activities. • Relationship building with strategic plumber partners and Regional RNC plumber management • Monitor and analyze field sales reports, interpret results, and take corrective action to achieve sales targets. • Assist in the preparation of annual and monthly sales forecast and sales targets. • Conducts Commercial Jobsite Visits to assist in system commissioning. • Effectively resolve customer complaints • Use initiative in handling dealer problems, complaints, and warranty issues. Resolve problems in a timely manner • Provide appropriate support in identifying and addressing field product performance/quality issues. This will include support in resolving escalated customer issues and interacting with Rinnai’s Engineering group in gathering necessary information on potential product performance/quality issues • Provide monthly a detailed account of all training, competitive intelligence, product requirements, and pertinent information as prescribed by Director of Sales and as outlined the Market Summary Document Template. • General Regional administrative reporting • Quarterly Market Summaries • Timely T&E expense submission • Logs in training classes to meet Territory training metrics • Manage all plumber contracts and programming • Process workflows to resolve field related issues. • Responsible to create and execute residential and commercial programs among all segments in the specified regional area to expand Rinnai’s market share. Coordinate with the territory managers, BDM team, Regional Sales Manager, to ensure team is effectively maximizing opportunities to achieve corporate objectives. REQUIREMENTS KNOWLEDGE • Bachelor’s degree in business or related field and/or equivalent work experience required. • Minimum 3 years of demonstrated sales management experience working within the construction products industry. • Industry knowledge including but not limited to construction products, and gas appliance applications. • Aggressive and seasoned in sales leadership, management, and direct selling. • High capability to work with C suite decision makers to gain successful alignment. • Financial acumen to support clients and leverage Rinnai benefits to their business. • High capability working with Distribution accounts that support the dealer supply chain. • Strong abilities to properly develop dealer network for all verticals • Able to present key influential data like HERS ratings and other energy efficiency benefits of Rinnai. SKILLS • Constructively understand and manage client needs to foster business alignment. • Proven ability to deal with customers and to negotiate appropriate outcomes. • Proven ability to organize workloads effectively and to determine priorities. • High level analytical and administrative skills including report writing and formulation business reports. • Proven technical ability and desire to effectively market directly to each unique segment and their plumber/ supplier partners. • Capable of presenting and managing Marketing campaigns with successful ROI to clients/ contractors. • Effective use of Rinnai tools such as CRM, Cobblestone, Project Manager. ABILITIES • Relationship building. • Strong team player within local and regional business team. • Self- motivation and confidence. • Initiative, commitment, and achievement orientation. • Presentation skills to groups of clients. • Superior sales, customer, and management awareness. • Ability to influence stakeholders that supports a “push and pull” strategy. • Ability to develop sound business planning process. • Ability to motivate individual team members. • Ability to present technical products to various size groups. • Ability to accept challenges, evaluate best options and act in a timely manner. • Creative conflict resolution that results in fair and equitable outcomes. • Traveling requirements: ranges between 40 to 75% depending on territory region Perks & Benefits BENEFITS: Medical, Dental, Vision, and Prescription  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 Employee, family, and friend’s discount Rinnai America Corporation is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Physical Requirements: Physical Activities - Remaining in a stationary position, often standing, or sitting for prolonged periods. - Communicating with others to exchange information - Accessing the accuracy, neatness, and thoroughness of the work assigned Physical Demands - Sedentary work that primarily involves sitting or standing - Frequent domestic travel and driving Environmental Conditions - No adverse environmental conditions expected