Installation Specialist

Reports to: Manager, Installation

Location: Remote

Employment Type: Full Time

Summary

Under general direction, manages foodservice & Scientific equipment installation projects, including selection and recommendation of installation service companies, negotiation of installation service agreements, evaluation of contractor performance, preparation of quotations for installation projects, project oversight, troubleshooting and post-installation service and warranty support. This is a customer facing position and may require some overtime hours.

Examples of Duties

The following is a list of job responsibilities for the Installation Specialist. This list is not all-inclusive and may be broadened or changed to meet our changing business environment:

• Prepares quotations for installation projects by gathering project-specific information, identifying suitable installers, defining parameters for pricing, and entering data into the quotation system. Communicates the status of quotations to sales staff. Maintains a library of backup materials and the quotation history files.
• Acts as a liaison between customers, installation contractors, the RSG Sales and Service departments, and others involved in projects. Relates to, understands, and addresses customer needs and problems related to equipment installation.
• Communicates with service companies concerning scheduling, equipment issues and other deliverables. Troubleshoots problems that may arise in planning installation projects. Takes action to find solutions satisfactory to the customer.
• Oversees installation projects by maintaining contact with the involved parties remotely or, for large, sensitive, or complex installations, may travel to the job site. Ensures that installations occur on time, meet specific customer expectations and are executed in accordance to RSG quality standards. Settles any installation issues between the installer and the customer or customer’s contractors.
• Provides post-installation service and warranty support to customers. Remains available on-call as needed to ensure that any emergency issues can be resolved as quickly as possible. Sends work authorizations through Global Warranty, documents reported issues in Global Warranty and sends warranty parts out as needed.
• Informs company management of potential unresolved problems and/or company liability issues.
• Identifies and recommends installation companies to be added to the Approved Installer List and negotiates installation service agreements consistent with standard contract language. Reviews and approves installation invoices, evaluates contractor performance, and recommends changes to existing contracts and relationships.
• Provides feedback through customer specific channels and meets customer expectations for RSG contracted installations.
• Offers support, troubleshooting and guidance to both contracted and non-contracted install partners.
• Partners cross-functionally to take the lead in customer situations where the insight of the installation team can be leveraged.

Professional & Personal Qualifications

• High School Diploma or GED.
• Three years of experience that includes customer service and accountability for the delivery of refrigeration/HVAC equipment installation or repair services.
• Knowledge of refrigeration system operation and installation.
• Knowledge of walk-in refrigeration product families and their characteristics.
• Skill in using Microsoft Office and other computer systems.
• Verbal and written communication skills.
• Ability to organize and prioritize work.
• Ability to deal with many projects at the same time.
• Process focused with emphasis on identifying efficiency and customer experience improvements in RSG processes.
• Ability to identify and resolve complex problems

RSG is an EEO employer as defined by the EEOC.