Damuth Trane (Voted as one of the Best Places to Work in Virginia for 2021) is seeking a Warranty & Start Up Specialist for our office in Chesapeake, Virginia.
**Damuth Trane has provided comfort solutions for commercial, industrial, educational, government, and healthcare facilities since 1970. As the local Trane franchise, Damuth Trane represents a full line of HVAC equipment, service, controls and parts. Damuth Trane has been honored as one of the Best Places to Work in Virginia for eleven consecutive years; 2011 through 2021.
Normal Hours: 8:00 a.m. - 5:00 p.m., Monday-Friday
Primary Role:
To provide Damuth's 5-Star Experience to internal and external customers by providing accurate Start Up & Warranty management along with role backup for several areas in the Service Operations group.
Essential Duties & Responsibilities include the following: *Other duties may be assigned.
Startups
Obtain submittals and IOM's upon request for startup and save to our Microsoft team site for use by Service Technicians
Use startup calls generated by Resource Coordinator. When necessary, create the startup call using Key2Act (GP or Great Plains) and Doclink. Startup call to include quote for startup services, equipment list, field reports, startup logs, e-mail communications, billing information and warranty certificate.
Ensure that client invoices are processed accurately, and all special instructions are followed
Startup Management:
Scheduling: To be accomplished through coordination with Resource Coordinators and Service Team Leaders, as required
Communication - External: Provide client/customer email with startup date and our requirements, equipment check sheets, forms required by law or our vendors/manufacturers (ASHRAE)
Communication - Internal: Email startup notification to Sales Engineer, Project Coordinator, Marketing Team Leader, Account Manager, Account Coordinator, Resource Coordinator, Area Service Team Leader, BAS Associates (if applicable), Center of Excellence, Clint Damuth, Service Business Process Leader, Service Operations Team Leader
Startup package to be provided for the Service Technician performing startup via e-mail. Startup package provided on our team site under the startup name. Include any pertinent internal documentation that would be beneficial to the Technician.
Proof all vendor purchase orders to ensure they have been entered/matched by Finance
Invoice upon startup completion
Prepare a warranty letter upon completion of startup and provide to the client, upon request. Letter to contain model/serial numbers, startup date and warranty end date. Email warranty letter to System Solutions Sales Engineer, Project Coordinator and customer/client in a timely manner.
Prepare and distribute training manuals (to consist of IOMs, submittals, etc.), as needed.
Warranty Management
Enter equipment (based on startup log) and warranty information (based on submittal) by piece of equipment in designated fields in Key2Act
Send ancillary equipment start up logs to the appropriate vendor to activate the warranty period, if applicable. (i.e. ABB, Data Aire, etc.)
Work with ancillary vendors for warranty coverage when failures occur within the vendors warranty period.
Distribute to field technicians' updates to ancillary equipment warranty processes, as needed.
Communicating with technicians and Trane Parts Center associates to verify WCR's (warranty credit request) are submitted, parts have been returned and credits have been issued.
Obtain approvals (i.e. email pre-approvals), if needed, from the technician or STL and Doclink to the service call.
Review of daily service call report for potential warranty calls setup incorrectly to service warranty, TM, or to the client contract. Make changes and notify technician/resource coordinator.
Verify submittal warranty and warranty listed in WMS match and are accurate.
SPD/Extended Warranty/Concession Claims
Process labor/warranty claims entry in WMS (warranty management system and/or Falcon) and invoicing weekly through the Key2Act system.
Review billing journal on a weekly basis for completed SPD, ESW and VW warranty type calls
Review field reports to verify SPD/warranty, model and serial numbers and problem description
Validate technician time posted in the call matches the time indicated in the field report prior to claim filing.
Verify that all vendor invoices have zero totals and if not, research their validity (possible parts not covered under warranty should be entered with the Trane claim.) Request credits on warranty items billed against call. File claims with Trane. Track Trane claims for status approval and amount approved and paid. Invoice when claim has been paid by Trane so there is a reflection in Accounts Receivable for all claims filed
Backup for Resource Coordination
Coordinate and schedule all service work for maintenance, quoted work, time and material, warranty, start-ups, emergency calls, training, meetings, on-call and any other-directed activities.
Ensure that all calls are properly entered in the dispatch software system
Ensure all field schedules are updated and properly maintained.
Ensure proper information is obtained and entered for all service calls.
Provide oversight for procurement of needed materials and supplies.
Provide proactive follow up with customers, service technicians and interoffice to ensue outstanding issues are resolved and all commitments and expectations are met or exceeded.
Work with internal associates to resolve issues / problems in the field and helps provide solutions to improve on-going procedures.
Approve and process payroll for Service Technicians.
Issue purchase orders for job materials
Manage open call list
Customer Service
Provide Damuth's 5-Star Experience. Our commitment is to have our clients feel understood, respected, valued, impressed and championed during every interaction.
Return all customer inquiries within 24 hours. Answer customer calls and e-mail quickly, thoroughly and, pleasantly. Communicate with customers in a friendly, professional, and patient manner.
Perform all duties with the goal of building and maintaining long-term customer relationships.
Immediately address any customer's concern. Request the involvement of other Company personnel as required. Notify Team Leader of any major concerns and the action taken to resolve it.
Never say or act as though something is not your job.
Education & Experience
Required- High School diploma or equivalent
Required- Minimum of 2 years' experience working in a professional office environment
Preferred- 2-3 years' experience in mechanical dispatch coordination and customer service call handling in a fast paced, high-volume environment.
Preferred- Background in Business Administration
Required- Strong organizational skills
Required- Exceptional customer service skills
Required- Strong computer skills; Microsoft Word, Outlook, Access, Excel (Excel skills require intermediate proficiency in pivot tables and macros with advanced skills in formula usage)
Special Skills
Ability to multi-task in high-stress situations.
Ability to communicate effectively in person, by phone and through written communication.
Comfortable working with clients and vendors.
Able to write reports, business correspondence, and procedure manuals
Able to effectively present information and respond to questions from clients, field technicians, and supervisors.
Able to maintain confidentiality
Certificates, Licenses & Registrations
Required- Valid Driver's License and good driving record.
Required- Reliable personal transportation.
What Sets Us Apart
We provide the Damuth 5-Star Experience. Our commitment is to have our clients feel understood, respected, valued, impressed and championed during every interaction.
We have been honored as one of the Best Places to Work in Virginia for eleven consecutive years.
We want to do all we can to maintain the health of our community and continue to improve the living conditions.
We offer an excellent benefits package with associates' interests in mind (medical, dental, vision, company paid life insurance, company paid short-term and long-term disability, 401k contribution, paid parental leave, tuition reimbursement, and more!)
How to Apply
Go to the following website and apply online: http://www.damuth.com/careers/
Please note that applications and resumes are accepted online only. If you do not have access to the internet, you may use the online resources at our main office. Please call Human Resources at (757) 558-0200 in advance to schedule an appointment to apply.
Damuth Trane is an at-will employer; employed associates and Damuth Trane are free to end the employment relationship at any time, with or without notice or cause.
EOE including Disability/Vets, Drug Free Workplace
EEO Statement The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.
