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 team members to provide 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.
What does a Director of National Account Service Operations do at Rinnai?
This position leads our National Accounts Operations business which provides emergency and planned repair, maintenance, audits & equipment monitoring. This role will architect and provide the leadership to execute Rinnai’s “world class” customer experience philosophy to commercial customers to ensure timely efficient fulfillment of direct customer care to support our commercial product and service portfolio.
What you will do:
RESPONSIBILITIES:
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Achieve revenue growth and margin targets.
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Evaluate, plan, and direct the activities of the NA Service Operations business to achieve defined sales and operational KPI’s.
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Achieve revenue growth and margin targets.
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Evaluate, plan, and direct the activities of the NA Service Operations business to achieve defined sales and operational KPI’s.
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Coach the National Accounts Service Operations team on best practices for techniques, procedures and standards that will provide the best customer experience while realizing sales revenue and profit goals.
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Assist in the recommendation, design, and implementation of sales programs, processes, and initiatives to deliver efficiency, revenue growth, and maximize profit in the Services segment.
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Responsible for developing accurate monthly / annual forecasts and sales reports for the Services business.
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Responsible for pricing and margin performance for all Corporate Service accounts by creating pricing strategies for both new and existing customers and provide guidance to the sales team.
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Provide strategic direction to both the Sales and Operations teams to ensure implementation of a business plan, including Sales and Expense Budget; focus on national objectives, sales development and selling skills as well as analyze effectiveness.
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Meet and be a key contact with Corporate Service account customers to discuss performance, incremental growth, and strategic growth opportunities.
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Responsible for providing analysis on Corporate Account Service trends, price movements and potential opportunities.
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Responsible for the development of long-term sales strategies that will increase sales and grow the relationships at all levels.
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Accountable for the examination and development of all existing corporate accounts to maximize sales and increase productivity.
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Work collaboratively with all Rinnai department to ensure consistent implementation of strategy.
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Responsible for the overall development and cultivation of the Rinnai CSP Network and leading the collaboration with the field sales teams.
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Manage National Accounts to include pricing, co-operative trading arrangements, (in consultation with Sales Managers and Marketing Manager) advertising and co- ordination of inventory distribution.
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Develop Pricing and Rebate policy parameters within the Business Plan.
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Promote corporate account needs, e.g., National advertising campaigns, in consultation with all Sales Managers to ensure national objectives are achieved.
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Various projects as requested.
REQUIREMENTS
KNOWLEDGE
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Bachelor’s Degree and/or equivalent experience
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5-8 years performing similar duties as mentioned above
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5+ leading remote or in-house technical teams
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At least 5 years of experience managing field service operations (B2B and B2C)
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Professional trade experience strongly preferred (HVAC, Plumbing, Electrical)
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Intermediate to Advanced Proficiency with CMMS platforms
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Intermediate to Advanced Proficiency in Microsoft Suite
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Experience in process & procedure development, technology application and
SKILLS & ABILITIES
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Ability to create and maintain Business Relationships:
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Cultivate strong connections with clients, partners, and stakeholders.
Effectively manage Customer Retention & Satisfaction:
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Implement strategies to retain existing customers and ensure high levels of customer satisfaction.
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Address customer concerns promptly.
Set Sales Goals and Create actionable plans to targets.
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Set ambitious sales goals and create actionable plans to achieve targets.
Understand market dynamics, industry trends and skillfully manage key accounts.
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Make informed business decisions.
Align individual and team objectives with organizational goals.
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Define clear, measurable targets and monitor progress toward achieving those goals.
Analyze data to inform strategic decisions.
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Navigate complex negotiations and balance short-term gains with long-term objectives.
Experience with Customer Relationship Management (CRM) software:
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Utilize CRM tools to track interactions and manage relationships and leverage data for personalized customer experiences.
Train team on best practices:
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Assess performance through regular evaluations and provide constructive feedback.
Create and manage budgets and allocate resources effectively.
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Forecast financial needs.
Understand and adhere to organizational policies and interpret and apply policies:
Oral & Written Communication Skills:
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Articulate ideas clearly and written communications.
Strong Emotional Intelligence, Technical Competency, and Adaptability:
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Stay updated on industry trends and technologies and adapt to changing circumstances.
Keen Attention to Detail:
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Notice nuances and small discrepancies, ensure accuracy in work.
Foster a collaborative environment and contribute to team goals.
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Work harmoniously with colleagues.
Ability to Work Independently:
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Take initiative and self-manage, demonstrate autonomy and deliver results without constant supervision.
Physical Requirements:
Physical Activities
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Constantly remain in a stationary position, often standing or sitting for prolonged periods.
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Occasionally adjusting or moving objects up to 20 pounds in all directions.
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Constantly repeating motions that may include the wrists, hands and/or fingers.
Environmental Conditions
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Constantly in an office atmosphere
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.