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PURPOSE OF POSITION |
Provide support:
· In the service, installation and troubleshooting of all Rinnai product.
· Ensuring the identification, documentation and resolution of quality/performance issues.
· In the repair and/or failure analysis of product returned to Rinnai.
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MAJOR RESPONSIBILITES |
· Provide telephone support to answer inquires on service, installation and troubleshooting procedures for all Rinnai products.
· Responsible for following through with repairs, rework, rebuilding and/or maintenance on all product returned to Rinnai. To include documenting results of failure analysis on product.
· Liaise with Sales, Marketing, Engineering and Service staff to maintain an understanding of product features/specifications and quality controls standards.
· Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions.
· Ensure records of all work orders, quality control reports, failure analysis, RGA’s, credits, returns, shipping request, etc. are completed with details related to work and/or services performed.
· Rotating shift schedule (8am-5pm, 9am-6pm, 10am-7pm and 11am-8pm)
· Maintain company provided tools, equipment and property.
· Embrace and support growing business demands in a changing environment
· Various projects as requested
· Awareness and compliance of Company Policies and Procedures
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EXPERIENCE/QUALIFICATIONS |
EXPERIENCE
· Proven and demonstrated technical appliance repair experience. Back ground in electrical, electronics, plumbing systems, hydronics, and/or boiler systems.
· Two to four year technical degree or related experience. Plumbing/Electrical/or Gas License a plus.
· Ability to travel as needed.
· Ability to safely operate company provided equipment, tools and property.
EDUCATION REQUIREMENTS
· HS Diploma required. Technical Degree preferred.
SKILLS
· Effective communication skills, both written and verbal with the ability to present in front of groups.
· Knowledge and use of Word, Excel and PowerPoint.
· High degree of technical analysis.
· Ability to work with various levels of people / customers / teams.
· Customer / Quality discipline.
· Professional approach; confidence in dealing with people
· Commitment to achieving business goals
· Strong technical / customer service orientation
· High levels of personal integrity, honesty
· Team player able to operate with a great deal of independence