National Service and Training Manager

2 months ago

Libertyville, United States Zip Water North America Full time

Position: National Service & Training Manager

Location: Libertyville


About us - Zip Water is the preeminent manufacturer of multi-function taps. Our world-leading technology transforms ordinary water into water at its best – creating endless opportunities for you and your family. As a member of the larger Culligan International global team, we are dedicated to delivering high-quality water solutions to residential, commercial and industrial customers.


Role Overview: The National Service & Training Manager for Zip Water North America plays a critical role in overseeing and optimizing our national technical support operations. This hands-on role involves managing phone and video support for installation and technical needs, coordinating our refurbishment and inventory programs, and leading internal and third-party technician training initiatives. You will be pivotal in supporting our service revenue goals, ensuring efficient inventory management, and addressing warranty and service issues.


Specific Job Function:

Technical Support Oversight:

  • Provide phone and video support to field installers, assisting with troubleshooting and resolving technical issues.
  • Ensure effective and timely assistance to maintain high service standards.
  • Collaborate with the Regional Service Managers and Zip Australia to develop and implement service technician training programs.
  • Set up and qualify new third-party service providers to meet Zip’s training standards for installations and service.

Refurbishment Program Management:

  • Oversee the refurbishment program, including the recertification of inventory.
  • Manage processes for reselling refurbished products to dealers and setting up display programs.
  • Warranty and Service Issue Management:
  • Work with the Zip Service team to monitor and address warranty repair issues.
  • Develop plans to resolve service issues and make decisions regarding product returns or replacements as appropriate.

Operational Efficiency:

  • Collaborate with Regional Service Managers to define and maintain optimal service van inventory.
  • Ensure adherence to processes and guidelines for stock and equipment in service vehicles.
  • Ensure proper inventory control between our main warehouses and in-field service vans.
  • Manage inventory levels, warranty processes, and oversee stock for refurbishment and resale

Service Revenue Contribution

  • Support service revenue goals through effective training, inventory management, and issue resolution.
  • Enhance overall service operations to drive growth and customer satisfaction.

Reporting and Analysis

  • Track and report on key performance indicators related to technical support, inventory management, and training effectiveness.
  • Use data-driven insights to inform strategic decisions and improve service processes.


Competencies: To perform the job successfully, an individual should demonstrate the following competencies in this

position; Customer Focus, Accountable Resourcefulness, Organizational/Planning, Team Player, Analytical, Troubleshooting, Initiative, Adaptable, Integrity, Detail Oriented, Decision Making


Qualifications:

  • Associates degree or equivalent years of experience.
  • 3 - 7 years’ experience in in the appliance, coffee machine or HVAC industries would be highly regarded. Drinking water treatment or dispensing related industry beneficial.
  • Previous people management, and customer service experience is a must.
  • Previous training experience preferred.
  • Ability to travel 25%
  • Quantifiable field service experience with excellent presentation, communication, customer relationship skills, and classroom instructor or trainer experience and skills.
  • Exceptional planning and time management skills, training facilitator and the ability to work unsupervised.
  • Ability to use Microsoft Office, Word, Excel and to learn other systems such as Salesforce CRM.


We offer competitive compensation & benefits including: Medical, Dental, Vision, life, 401(k), Paid time off, Additional voluntary benefits

Culligan is an Equal Opportunity Employer, to learn more please visit - us.zipwater.com / culligan.com

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