Zip National Service

1 week ago

Libertyville, United States Culligan International Company Full time
Job DescriptionJob Description

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.

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.

Qualifications:

  • Associates degree or equivalent years of experience.
  • 3 - 5 years’ experience 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 15%
  • 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

 

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

 

Company DescriptionABOUT CULLIGAN INTERNATIONAL

Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment services and solutions. These products include water softeners, drinking water systems, whole-house systems and solutions for businesses. Culligan's network of franchise dealers in North America, direct operations and other dealers is the largest in the world, with over 7,800 employees and 1,000 dealers in 90 countries. Many Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises.

For more information visit: www.corporate.culligan.comCompany DescriptionABOUT CULLIGAN INTERNATIONAL\r
\r
Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment services and solutions. These products include water softeners, drinking water systems, whole-house systems and solutions for businesses. Culligan's network of franchise dealers in North America, direct operations and other dealers is the largest in the world, with over 7,800 employees and 1,000 dealers in 90 countries. Many Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises.\r
\r
For more information visit: www.corporate.culligan.com

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