Supervisor, Technical Services

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

Manages and directs a staff providing technical product support to our Wholesale, Retail and OEM channels. The primary function of the Technical Services Manager is to provide unsurpassed service, excel in product knowledge, possess unique abilities to inform the customer about the particular features/benefits of using the wide range of Company products, and the appropriate uses in varied applications. The individual is focused on relationships, displays a compassionate attitude towards the needs of others and will effectively manage and develop their staff to deliver the highest levels of support for a wide range of water systems products.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Recruits, manages, and develops a staff of Technical Service professionals that support internal and external customers
• Responds to customer and agent inquiries on the telephone, by mail, fax, email, or on-line networks, including inquiries from corporate website(s)
• Communicates with customers and agents to help them understand the proper use and application of our products
• Resolves customer and agent application issues that appear to arise from the use of our products
• Evaluates and authorizes product return and product evaluation requests
• Processes closing paperwork on returns such as credits, written evaluation responses, and no-charge replacements
• Manages and brings to closure all labor claims, including proper documentation and executive management approval.
• Identify and implement Continuous Improvement to increase efficiency and customer experience.
• Communicates with product management, quality control, and engineering to ensure that product performance issues are reviewed and improvements or corrective action are implemented.
• Conducts the weekly quality meeting with all manufacturing facilities/product management, and corporate engineering
• Completes, maintains, and processes pertinent paperwork and records
• Reviews technical literature prior to the release to ensure accuracy and clear operating/use instructions
• Develops and delivers technical product training, as needed, for agents and internal departments
• Schedules and monitors telephone coverage of the technical support staff to ensure service levels are maintained.
• Perform all other duties as assigned

EDUCATION, EXPERIENCE AND REQUIRED SKILLS:

• Bachelor’s Degree (B.E.) from a four-year college or university or applicable, practical field experience.
• 5+ years technical experience in a fluid control environment, preferably with design/troubleshooting installation of mechanical control devices.
• Experience with managing a team.
• Possess a Journeyman or Master Plumber license.  Fluent knowledge of Uniform Plumbing Code, Southern Plumbing Code, ASSE and USC Backflow Prevention and Cross-Connection Control
• Hands-on field level experience with plumbing and heating systems including design, installation and maintenance
• Computer experience including MS Office Suite, Internet Explorer, Workflow and Database Management
• Strong Excel, PowerPoint Point and Data Analysis knowledge
• Certified Backflow Preventer Tester preferred
• Experience in a wholesale plumbing sales environment and customer support in a management or supervisory capacity
• Limited travel will be required
• Superior communication skills both written and verbal
• Experience with interacting with a variety of customer types
• Interpersonal skills with staff and all levels of the Organization

MANAGEMENT/SUPERVISON:

• This role will have 7 direct Technical Service Representatives reporting into it.
• Ensure company policies are followed.
• Enforce company safety policies.

*PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, h