Field Service Manager, Watts Digital

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.​

The Field Service Manager will be responsible for leading the Field Services / Installation teams and ensuring that Watts SaaS products are installed in a professional, timely, thorough, and cost-efficient manner.

 

 

 

RESPONSIBILITIES 

• Primary Mission: For all Nexa (and Trident) customers, ensuring that any hardware devices are installed at the customer sites in the following manner: 

• Professional: Ensuring that all installers (Watts team members and/or 3rd party contractors) represent Watts and its SaaS platforms in a positive, professional manner while on-site at customer facilities. 

• Timely: Installations are completed within customer expectations (particularly any SLAs). For customers without stated expectations, the Field Services Sr. Manager will be responsible for ensuring that installation jobs are completed within X days of the sale closing. 

• Thorough: Full scope of work for the installation should be completed within the target timeframe communicated to the customer. If there are factors that are delaying installation speed, the Field Services Sr. Manager is responsible for highlighting and proposing solutions to address these issues. 

• If applicable, ensuring that on-site customers are provided training to familiarize them with Watts’ SaaS product 

• Cost-efficient: Field Services Sr. Manager will strive to keep all installation jobs within budget. Furthermore, the Field Services Sr. Manager will be responsible for identifying any process inefficiencies and proposing potential solutions. 

• Ensuring that the Watts Digital Field Services team follows industry best practices for installing and maintaining IoT hardware devices.  

• Metrics: Installation turnaround, budget adherence​ 

 

• To ensure the team can fulfill the Primary Mission stated above, the Field Services Sr. Manager will also be responsible for: 

• Developing and refining field operations processes 

• Developing a resourcing plan to ensure broad geographic installation & maintenance coverage for Watts’ SaaS products