Navien America, Inc.
NSS PROGRAM
- NAVIEN SERVICE SPECIALIST
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.
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 manufacturer training in
areas of installation and repair of Navien products.
4. Personalized support from a dedicated department.
5. Navien promotional items, technical bulletins and
additional support.
WHAT YOU NEED TO PROVIDE TO BE A
NAVIEN SERVICE TECHNICIAN:
1. Completed Application page
2. Signed Contract signature page
3. Proof of Liability Coverage with Navien named as
additional insured
4. Copy of Contractor License
5. Copy of Business License
6. Complete NSS training course
7. Purchase Navien spare parts kit or equivalent
8. Proper service tools
Must maintain required
tools including a
manometer and voltage
meter for all job site visits
Steps to Becoming a Navien Service Specialist:
1) Submit the following documents:
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Completed and signed Application/Contract
A copy of your liability insurance (One million
liability coverage and Navien named as additional
insured),
Contractor license (if applicable)
Business license.
2) Complete Navien’s service training program (today)
3) Purchase initial parts to be ready for service requests
(parts kits for Tankless and Combi boiler valued at
$400 or purchase parts individually).
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 50 miles
radius from your place of business, 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.
Navien’s warranty periods:
The NSS will be obligated to provide the
customer’s name, address, telephone,
product serial number, install 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.
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.
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.
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.
Service fees will be invoiced in accordance
with the following fee schedule:
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.
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.
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.
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.
This contract may be terminated by either party,
with 30 days prior written notice.
For Applications, additional information or questions contact:
Stephen Lieu
Navien America, Inc.
(800)519-8794 ext. 142
949-420-0325 Direct
Kristoffer Carino
Navien America, Inc
(800)519-8794 ext. 164
949-420-0449 Direct
stephenl@navienamerica.com
krisc@navienamerica.com
Fax to: 949-206-9004, Attn:, NSS Department