Sr. National Accounts Service Coordinator

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://(Use the "Apply for this Job" box below)..

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.
• This position's salary range is up to $62,893 annually.
• This type of role may be filled in multiple geographic locations. Compensation ranges may vary based on factors including, but not limited to, experience, skills, geographic location, and alignment with local market practices, as well as applicable state and federal laws.

• 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
• In an efficient and timely manner, 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.

• 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 need 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

• Willing to work weekly rotating On Call schedule, 24/7, including weekends, responding to customer emergencies, and customer updates.
• Other duties and responsibilities…