Supervisor, Technical Services

Watts

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.

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.

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 :

Management / Supervision :

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, handle, or feel. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include : close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Watts in it for you :

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

How we work :

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.