Supervisor, Plumbing Technical Services
Watts Water Technologies
Lead technical service team for plumbing products, supporting customers and product performance.
23 days ago ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
North Andover, MA
Field
Company Size
5,000 Employees
Service Specialisms
Engineering
Consulting
Design
Technical Services
Project Management
Sector Specialisms
Residential
Commercial
Plumbing
Heating
Water Quality
Water Purification
Radiant Heat
Flow Control
Role
What you would be doing
team management
issue resolution
technical training
product performance
call scheduling
process improvement
- Recruits, manages, and develops a staff of Technical Service professionals that support internal and external customers
- Conducts the weekly quality meeting with all manufacturing facilities/product management, and corporate engineering
- Communicates with customers and agents to help them understand the proper use and application of our products
- Enforce company safety policies.
- Identify and implement Continuous Improvement to increase efficiency and customer experience.
- Ensure company policies are followed.
- Completes, maintains, and processes pertinent paperwork and records
- Processes closing paperwork on returns such as credits, written evaluation responses, and no-charge replacements
- Evaluates and authorizes product return and product evaluation requests
- Reviews technical literature prior to the release to ensure accuracy and clear operating/use instructions
- Resolves customer and agent application issues that appear to arise from the use of our products
- Develops and delivers technical product training, as needed, for agents and internal departments
- This role will have 7 direct Technical Service Representatives reporting into it.
- Communicates with product management, quality control, and engineering to ensure that product performance issues are reviewed and improvements or corrective action are implemented.
- Schedules and monitors telephone coverage of the technical support staff to ensure service levels are maintained.
- Responds to customer and agent inquiries on the telephone, by mail, fax, email, or on-line networks, including inquiries from corporate website(s)
- Manages and brings to closure all labor claims, including proper documentation and executive management approval.
What you bring
b.e.
5+ years
ms office
plumber license
backflow tester
team management
- Experience with interacting with a variety of customer types
- 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.
- Strong Excel, PowerPoint Point and Data Analysis knowledge
- 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
- Superior communication skills both written and verbal
- Experience with managing a team.
- Computer experience including MS Office Suite, Internet Explorer, Workflow and Database Management
- Interpersonal skills with staff and all levels of the Organization
- Hands-on field level experience with plumbing and heating systems including design, installation and maintenance
- Experience in a wholesale plumbing sales environment and customer support in a management or supervisory capacity
- Certified Backflow Preventer Tester preferred
- Additional perks such as fitness reimbursements and employee discount programs
- Continued professional development opportunities and educational reimbursement
- Limited travel will be required
- Comprehensive medical and dental coverage, retirement benefits
- Family building benefits, including paid maternity/paternity leave
- 10 paid holidays and Paid Time Off
- Competitive compensation based on your skills, qualifications and experience
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Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
Founded 1874
Year Established
The company was established in 1874, marking the beginning of its legacy in water solutions.
Over Centuries
Years of Expertise
Possessing over a century of expertise in water safety and efficiency.
- A global leader in providing safe water, energy efficiency, and environmental sustainability solutions.
- Specializes in innovative water control, flow, and safety devices, emphasizing reliability.
- Serves residential, commercial, and industrial sectors across various regions.
- Solutions are widely used in plumbing, heating, cooling, and industrial processes.
- Involved in water management systems, energy-saving technologies, and water conservation solutions.
- Inclusivity as one of our strategic pillars, cultural behaviors, and global performance management
- High-performance, values-driven culture
- Family of companies…provides one of the broadest…solutions” (emphasis on collaboration and innovation)
30% reduction
Carbon Emissions Target
Committed to reducing absolute carbon emissions by 30% by 2034.
100+ million liters saved
Water Usage Reduction
Achieved a reduction of over 100 million liters in global water usage over the past decade.
62% reduction
Water Efficiency
Improved water use efficiency, achieving a 62% reduction in water intensity since 2018.
70,000+ people
Clean Water Access
Provided access to clean water for over 70,000 individuals across nine countries.
- Recognized among the Top 300 U.S. companies for environmental sustainability by Newsweek (2024 & 2025)
- Named one of America’s Climate Leaders 2023 by USA Today
- First company verified by The Water Council’s WAVE: Water Stewardship Verified program
Top Place to Work 2023
Massachusetts Recognition
Recognized as a Top Place to Work in Massachusetts, highlighting the company's commitment to creating an inclusive and welcoming environment.
- Incorporated inclusivity as a strategic pillar and cultural behavior
- No publicly available gender-related headcount or leadership statistics
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