Zip Water North America is seeking a National Service & Training Manager to transform their service and training functions overseeing technical support operations, managing installations and technical needs through phone and video, coordinating refurbishment and inventory programs, and leading training for technicians. 

This pivotal and business critical role will provide an opportunity to directly impact the success of the business as well as grow and develop a team.

This will be an exciting and rewarding career opportunity for someone with hands on technical product and installation experience, exceptional commitment to customer service and a growth mindset. If that sounds like you please apply today! 

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 - 5 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 - /