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.
The National Training, Third-Party 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:
Training & Internal Development
- Design, implement, and deliver comprehensive service training programs, both virtual and onsite, for Zip Water NA.
- Train internal Customer Service, Technical Support, and operational teams on service procedures, policy updates, troubleshooting standards, and best practices.
- Serve as a subject matter expert (SME) for internal departments, helping shape training content for continued organizational growth.
- Assist in the development of customer service capabilities to help our team align on service training standards for all Zip Water North America products.
Third‐Party Service Vendor Management
- Identify, qualify, and onboard third‐party service providers across residential and commercial markets where Zip NA lacks full‐time staffing.
- Train partners to meet Zip Water Certified Partnership requirements, ensuring adherence to technical standards and service KPIs.
- Manage dispatching, routing, and workload distribution for all third‐party partners.
- Oversee parts distribution, inventory needs, and ensure accurate Salesforce work‐order completion and documentation.
- Manage payment processing and PPW accuracy for all third‐party service events.
- Maintain ongoing vendor performance reviews, KPI tracking, and corrective action when necessary.
- Partner with the National Technical Support Manager for advanced troubleshooting support for third‐party affiliates.
Operational & Strategic Impact
- Ensure consistency in training programs, policies, and field execution across all Zip Water NA service channels.
- Act as the dedicated POC for all third‐party operations, reducing operational load on other service leadership roles.
- Support the continued scalability of Zip NA by managing end‐to‐end third‐party service operations—dispatch, inventory flow, parts supply, and billing.
- Contribute to the broader service organization strategy to align to high‐value commercial markets and efficient residential coverage via third‐party networks, as outlined by leadership.
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 experience a must.
- Ability to travel 25%
- A regionally recognized appliance repair or trade certification such as; Institute of Appliance Service Technicians (ioAST) certification, and/or National Appliance Service Technician Certification (NASTeC), and/or a Diploma in Heating, Air Conditioning, and Refrigeration, and/or a certification in Electrical Construction and Maintenance is preferred;
- 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
- Demonstrated experience building and managing third-party networks or field service partners.
Target Salary Range: $ 95,000- 110,000 year plus bonus. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including: paid time off, health, dental, vision, life, disability benefits and 401(k).
Culligan is an Equal Opportunity Employer, to learn more please visit - us.zipwater.com / corporate.culligan.com