Director of PSN Watertronics - 3.0 Hartland, WI Job Details Full-time From $125,000 a year 1 day ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Life insurance Retirement plan Qualifications Vendor relationship building Growing experience Field service Process improvement Water systems Business management Full Job Description Job Summary Watertronics is seeking an experienced individual to lead its service operations. PSN (Pump Service Network) is the brand name for the service operations of Watertronics. Watertronics manufactures custom engineered water pumping systems, tailored to customers' specific requirements. Supporting the wide variety of Watertronics products in the field is more challenging than supporting standardized products. We are seeking an individual that can flourish in this one-of-a-kind product environment and continually drive the PSN Support group to exceed customer support expectations. Duties The PSN Factory Support team (15) reports to the PSN Director. They are based in Hartland, WI and perform the following services: Support a network of over 150 PSN independent service companies throughout the world in their efforts to install, maintain, troubleshoot, repair and upgrade Watertronics water pumping systems and control systems. o Coordinate new Watertronics pump station deliveries with PSN independent field technicians. Share installation details and the planned delivery date. Request price proposal. Cut PO. Notify field technician when product is about to ship from the factory. o Resolve problems with new pump station deliveries. Damage, missing parts, installation questions, and start-up support. o Telephone troubleshooting support for Watertronics pump stations of all ages. o 24/7 emergency support. o Parts orders and fulfillment. Maintain and grow PSN's web based on-line parts ordering software (PARR). Provide quotations for new parts and systems not on PARR, for domestic and international customers. Process phone orders for new parts and assemblies. Conduct in-person training sessions and on-line training for the PSN network of independent service providers.

The successful candidate for the PSN Director role will have experience in starting or growing a service support operation, maintaining the highest standards for customer care in terms of response time and quality of service.

Job Responsibilities include:

1. Directly supervise PSN Support staff by prioritizing, scheduling, and delegating work assignments to ensure exceptional customer service. 2. Build the PSN Support team's capabilities to support business growth, ensuring the team is trained on new Watertronics products and the PSN Network is prepared to service and support them in the field. 3. Engage the PSN Network of independent service providers. Remain visible and accessible to build relationships and trust. 4. Develop and deploy certification levels for the PSN network, both in terms of service support competency, but also build loyalty to the Watertronics brand. 5. Solicit, qualify, and report to the management team on feedback from the field regarding product quality and shipping related issues identified in the field. Evaluate, recommend, and support the implementation of improvements in processes to improve customer experience. 6. Grow the aftermarket parts business.

Reporting to:

CEO /

President Pay:

From $125,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person