Navien - Shelton Winnelson

Re: Navien Service Specialist Program
Dear Potential Specialist,
Navien America, Inc. (“Navien”) is the fastest growing company in the tankless water
heater market in North America. Due to its continuous growth and increasing sales, Navien is
proud to offer you the opportunity to join its service repair program as a Navien Service
Specialist (“NSS”). As a NSS, you will become a part of Navien’s service specialist network and
will perform warranty and out of warranty repair services as an independent contractor of Navien.
This is an exclusive program where only hand-picked installers are invited, offering
intensive training and personalized support. If you are interested in becoming a NSS, please
review the following summary of the terms and conditions of the NSS program and contract. The
application, contract and other paperwork may be submitted by e-mail, fax or letter to the listed
contacts on page 5. Please contact our office at 1-800-519-8794 for additional information and
assistance.
Best regards.
Harrison Kim,
Chief Executive Officer
SUMMARY OF THE NAVIEN SERVICE SPECIALIST PROGRAM
AND CONTRACT
1. Steps to Becoming a Navien Service Specialist:
1) Submit the following documents: (i) completed and signed Application/Contract, (ii), a
copy of your liability insurance (One million liability coverage and Navien named as
additional insured), contractor license, and business license.
2) Complete Navien’s service training program (Level 2 & 3).
Please contact Liz Ketchum at [email protected] with all training related
questions.
3) Purchase initial parts from a wholesaler of your choice to be ready for service requests. For
a limited time only, the kits are available for $200 each on the first purchase. (For more
information regarding the parts kit, please reference page 5.)
2. Basic Terms of the NSS Program:
1) The NSS Agreement is on a non-exclusive basis.
2) The service area will be based on a 25 to 50 mile radius depending on location of city and
state your place of business is located, or other as agreed upon in writing on the application.
3) Navien pays $160* for parts replacement and $250* for unit replacement, including all
taxes and fees, for work on units under labor warranty
*per each RGA, other payment is per Navien’s prior authorization, or discretion.
4) Navien’s warranty periods:
Model
Water Heater;
Residential Use
Water Heater;
Commercial Use
Combi-boiler
Heat Exchanger
15 years
Parts
5 years
Labor
1 year
10 years
3 years
1 year
10 years
5 years
1 year
5) The NSS will be obligated to provide the customer’s name, address, telephone, product
serial number, installation date, and symptom(s) to Navien at jobsite, at time of service.
You may also be requested to provide a copy of the product’s installation contract to verify
the product’s warranty period. Reports and pictures of job or notes of suggested work on
job are always advised and suggested to be sent to Navien for future reference.
6) To receive payment, you will be required to obtain a Returned/Repaired Goods
Authorization number (“RGA”) (or Sales Return/Repair Authorization [“SRA”] if RGA is
not supplied) from Navien PRIOR to rendering any services covered by the Navien
warranty. All invoices submitted to Navien must also include the RGA/SRA number as
well as a copy of your company invoice.
7) Warranty coverage excludes failures caused by: improper installation; failure to maintain
unit for operating conditions (including hard water and intake clogs); gas, ventilation, water,
or power supplies outside of manufacturer’s and plumbing code specifications; freezing;
improper use and or handling.
8) Must maintain required tools including a manometer and voltage meter for all job site visits.
9) Contract terms may be changed at Navien’s discretion with 30 days prior written notice.
3. Brief Summary of the Repair Service Process:
1) Customer, Navien or Navien contracted representative will contact the NSS to request
product repair services.
2) The NSS is required to contact the customer prior to visiting the job site and inform the
customer that they will be charged the contractors reasonable labor fee (amount payable
directly to the NSS by the customer) if the problem is due to improper installation,
operating conditions or lack of common maintenance, or if the product is out of its labor
and or parts warranty periods OR Navien will cover charges as per the warranty.
3) The NSS is required to call customer to schedule job within 1 hour of assignment contact
from Navien. Scheduled service must be conducted within 24 hours for residential and 4
hours for commercial jobs, from receipt of the service request or as agreed with customer
and or Navien.
4) Service fees will be invoiced in accordance with the following fee schedule:
Charges
Labor
Charge
Parts
In First Year
After
Installation
After First Year,
But Within Parts
Warranty
After Parts and
Labor Warranty
Navien
End User
End User
Navien
Navien
End User
5) Any defective parts used in warranty repairs, taken from NSS’ inventory, will be replaced
by Navien. If the service job is within the product’s parts warranty, Navien will ship out
the new parts immediately after issuing a RGA number along with a defective parts return
label. NSS must return parts to Navien warehouse within 14 business days, or NSS will be
charged MSRP for the parts. The charge can be reversed once the part(s) have been
received.
6) The NSS will submit an invoice for labor rendered with the requisite RGA/SRA number
to Navien within 30 days after repair services are completed. Undisputed invoices will be
paid within 14 days from receipt of the invoice by Navien.
7) The NSS will report back to Navien on completion of any job that was assigned by
Navien personnel or Navien contracted agents, unless a call for RGA/SRA has already
been made.
8) NSS may suggest additional services that improve performance or extend lifespan of
system as long as they do not conflict with product specifications or are presented as
proscribed by Navien.
9) This contract may be terminated by either party, with 30 days prior written notice.
4. Legal Notice
1) The contract is effective as soon as all Navien’s requirements are fulfilled.
2) Either party may terminate this contract with thirty (30) days written notice. Contract may
be terminated automatically if NSS does not comply with Navien’s instructions, files
bankruptcy, or is suspected of any actions of fraudulence.
3) NSS acknowledges that this contract is not an exclusive contract. NSS may not make any
promises on behalf of Navien America, Inc.
4) All damages incurred by NSS due to misdiagnosis, usage of wrong parts, or other errors
will be sole responsibility of NSS member.
5) NSS shall obtain at its sole cost and expense any additional licenses, permits, and/or travel
expenses except as noted in the above paragraph.
5. The Benefits of Becoming a NSS:
1) Your name will be included on Navien’s website as a repair service provider and or
installer, as available for local customer’s search purposes.
2) You may offer repair services directly to customers if the product is outside of its
warranty periods or the problem is due to installation error or poor maintenance.
3) You will receive a high level of manufacture training in areas of installation and repair of
Navien products along with continued education offered on our products.
4) Personalized support from a dedicated department to address and assist with any and all
questions or concerns.
5) Will receive Navien promotional items upon availability, information on technical
bulletins when issued and dedicated support.
Company Name:____________________________________________________________
Date:
Signature:
Handwritten Signature Required
Print Name:
Title:
Navien America:
Date:
NSS ID#:
Signature:
Name: Andy Chaey
Title: NSS Coordinator
WHAT YOU NEED TO PROVIDE TO BE A NAVIEN
SERVICE SPECIALIST
□ Completed Application (page 6 of 6)
□ Contract signature (page 4 of 6)
□ Proof of Liability Coverage with Navien named as
additional insured
(Min. $1,000,000 example below under the UMBRELLA LIABILITY)
□
□
□
□
Copy of Contractor License
Copy of Business License
Complete NSS training course
Purchase Navien parts kit.
Description
Part Number
NR/NP Parts Kit (tankless heater)
30008178B
CH Parts Kit (combination boiler)
30008289A
Promotional pricing is available on the initial purchase for
NSS candidates. The refund is based on MSRP not actual
sale price. Tax and shipping costs are not refundable. Please
submit W-9 form (USA) or W8-BEN (CAN) and a copy of
the wholesaler’s invoice to [email protected] for
refund. Both documents are required for reimbursement.
□ Own manometer and voltage meter
Once you have completed this application please email: [email protected]
Andy Chaey / NSS Coordinator / 800-519-8794 ext. 187;
fax: 949-206-9004
Additional Services:
Navien Technical Support call 1-800-519-8794 Option 2
Training Questions or Concerns please email:
[email protected] or call 1-800-519-8794 ext.163
Labor Claim Questions or Concerns please email:
[email protected] or call 1-800-519-8794 option 7
Navien Service Specialist Program Contacts
Please keep this information for your records
NAVIEN SERVICE SPECIALIST APPLICATION
1. Basic information
Company Name:
Name of Company principal:
Name of Contact person:
Company Address:
Telephone Number:
Fax Number:
E-mail address:
Year of established:
2. Business information
Number of employee(s):
Number of SVC technician(s):
Number of SVC vehicle(s):
Business Area (Check all that apply): □Tank Type Install □Tankless Type Install
□Others:
Business Hours: Mon ~ Fri
, Sat/ Sun
Total installed water heater or boiler in last year:
□HVAC
units
Tools (Check all that apply):
□Manometer
□Voltage meter
□Combustion Analyzer
3. General liability
Amount per occurrence:
Yearly total:
Insurance effective date:
Insurance expiration date:
4. Others
Labor rate range, charged to customer:
Service Area if Servicer wishes to adjust (other than 50 miles):
miles
Check if you agree to be listed on Navien’s homepage for □Service and/or □Installation
Certification(Check all that apply):
□Tankless
□Combination
□Both
License Type:
License Number:
Date of Navien training attendance; please include city and state attended in:
City:
, State/Province:
, Date of Training:
,
5. Permission
1) Do you provide authorization for Navien America Inc. to display your company
information on its website? (If yes, please sign this page.)
Name: Handwritten Signature Required
Title:
Date:

Download Report