Job Description

Job Description

70% Travel

Essency – Regional Sales Manager, Southeast

Location:   Southeast (Nashville, Raleigh, Myrtle Beach, or Other Major Metro)

Company:  Essency Water Heaters

Primary Function

To develop new business by creating and executing creative & specific planning in assigned market, providing superior account management (wholesaler & contractor) support, prospecting new leads, understanding how our product fits into new applications, product training, and finding creative new ways to spread the good word about Essency. This is an innovative company selling technical products, so confidently understanding/delivering technical information & answering difficult/detailed questions is very important.

This is a very dynamic business development opportunity, not your run-of-the-mill sales account management role for a long-established legacy brand. 

To provide basic technical & troubleshooting support, general product information, warranty assistance, parts ordering, field agent dispatching for next generation water heating and related products. Requires in-depth product knowledge and experience with plumbing & water heating, especially advanced technologies such as heat pumps, tankless water heaters, and combi boilers. Space heating and boiler experience a plus. Will communicate with end users, primarily residential, as well as installing contractors (plumbers are the primary focus), wholesalers, and service professionals. Primary market is residential, but there will be some commercial and multi-family. Will also interface with general contractors, electricians, facility managers, architects, and engineers. Internally will work with the management and support teams as well as overseas factory personnel in the plant and design & software offices. The regional sales manager will train other support personnel, contractors, wholesalers, and support the growth of a larger sales team. 

Will act as mentor to less-experienced technical & sales staff. As this role can be remote, must be able to manage virtual communication tools such as Teams and/or Zoom for meetings, holding training sessions, and short consultation calls via video to provide basic Q&A for new installers or technicians having issues in the field. Be proactive by reaching out to technicians who have purchased product but not installed it yet, in an attempt to address any questions/concerns before they turn into problems.

Responsibilities

1. Develops and nurtures relationships with wholesalers, contractors, inspectors, building officials, facility managers, and all other types of customers doing all types of business with us
2. Provides in-person and virtual trainings to all types of customers. Very important!
3. Provides best-in-class sales & technical customer support including:

• Keeping customers happy and making it easy and enjoyable to do business with us
• Answering incoming calls, emails, and chats, as well as following up on previous issues with customers solving water heater equipment, connectivity, and other related issues
• Documenting call, installation, and product information
• Supports contractors in field as necessary

1. Works with management team, office staff, and overseas team to provide the best products and services available in the water heating industry
2. Remains educated and up to date on current and new products’ technical aspects of all products and competitors
3. Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.
4. Makes warranty-related decisions for water heating and related equipment
5. Provides specification information for callers considering purchase including size and related equipment information based on end user needs.
6. Matches end-users with appropriately qualified contractor partners
7. Supports contractor partners and end-users with necessary processes to get the most value out of their purchase, including product registrations, promotion entries, device pairing, etc...
8. Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.
9. Creates regular detailed reports, discusses findings frequently with team, addresses field issues quickly & efficiently. 
10. Perform other duties as assigned, including travel to other regions

Qualifications

• Minimum 5 years’ combined experience in Technical Support, Engineering, Customer Service, Outside/Inside Sales, Operations, and/or Logistics at a Water Heating Appliance manufacturer or related HVAC/Plumbing manufacturer
• Must be highly organized & exceptional at regular record-keeping.
• 4-year degree in related field applicable toward required years of experience
• Prefer mechanically inclined individuals with previous plumbing (especially water heating) or electrical experience.
• Experience in the trades a plus
• Requires an understanding of the design, function, installation, operation and repair of electric, heat pump, tankless, combi boilers, and/or solar water heaters, gas water heaters a plus.
• Preferred understanding of combustion and the environment in which the water unit is located.
• Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and ASME standards.
• Demonstrated proficient verbal and written communication skills.
• Demonstrated troubleshooting and problem-solving skills
• Software and hardware operation as well as keyboarding experience
• Regularly up to 80% travel required, (mostly) within & outside of assigned territory, can be 55-75% in slower seasons.
• Willing to work a 40-hour schedule within open hours of operation, 8:00 am – 5:00 pm Monday – Friday; open to flexible schedules to support customer needs. Plumbers start their days early!

Education

4-yr degree

5-10 years’ experience preferred, less than 5 accepted with preferred 4-yr degree

Engineering, Management, Manufacturing, and other related education preferred

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