Manager, Tech Customer Service
Manager, Tech Customer ServiceThe CompanyZurn Elkay Water Solutions Corporation is a thriving, values-driven company focused on doing the right things.
We're a fast growing, publicly traded company (NYSE:
ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.
Named by Newsweek as One of America's Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful.
They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience.
Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today's leading international suppliers of plumbing and water delivery solutions.
Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.
S.
, China, Canada, Dubai, and Mexico, with sales offices available around the globe.
We hope you'll visit our website and learn more about Zurn Elkay at If you're ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family! Lead the service teams for Zurn Elkay water delivery products.
Drive efforts to ensure world-class installation service, product technical support, service & warranty delivery in alignment with organizational service and compliance goals.
This entails working with our national service provider(s), managing Zurn Elkay's own network of service providers, and implementing company field policy consistent with business strategic goals.
Guide team's alignment with organization's vision/mission and supporting practices.
Ensure team is properly trained and receiving appropriate feedback and coaching against metrics.
Champion the customer experience and work together with the Director to share the Voice of the Customer cross-functionally.
Identify product/quality trends and participate in resolution by sharing customer feedback and partnering with the business to address.
Retain top talent in the Service organization by creating a positive, team-based environment that drives employee engagement through encouraging, empowering and recognizing staff.
Identify, investigate, and report quality and warranty trends of products and parts.
Facilitate regular, clear communication of these trends and partner cross-functionally with the Lab, Engineering and Product Management, Quality to help improve products and services.
Ensure team members have necessary training to execute effectively; build team product knowledge and overall quality.
Partner with supervisor(s) to optimize workflow and hold team accountable for productivity, quality, and responsiveness metrics; clearly communicate gaps and address promptly.
Monitor service provider performance to ensure jobs are executed in accordance with expectations and service levels.
Collaborate with the Service Product Mgr.
to address performance concerns as needed.
Assist in the development and presentation of technical operation and service manuals, service and parts bulletins/aids for field service agencies, customer personnel and manufacture's reps.
Perform special projects and product site visits to support Risk Management claim investigation and analysis, and other escalated customer experience issues as needed.
Deliver distributor/customer product training when necessary.
QUALIFICATIONSBachelor's degree in business, customer care, or related discipline required5
years supervisory or management experience in product service, customer care or technical support related profession required - preferably in a manufacturing or highly-technical environment3
years Elkay experience, including time in Product Marketing or Product Technical Service, preferredCRM or ERP experience requiredPassionate about people (both customer and employee)Proven track-record in building teams, evaluating employees, and developing superior customer service and empathy skills in employeesExcellent written and verbal communication skills, including active listening, facilitation, ability to translate business strategies for employee consumption/actionHigh level of integrity and ability to react appropriately under pressureIndependent decision maker with the ability to prioritize, multi-task and shift team focus to changing business needsSelf-reliant and motivated, takes initiative and maintains a high sense of urgencyDrive results through leadership by encouraging, recognizing and rewarding staffInfluential and collaborative, clearly prioritizing what is best for the organization ahead of individual teams/departmentsAbility to harvest data, analyze information, and present in a clear and thoughtful mannerProficient in Microsoft Office suite focusing on Outlook, Teams, Excel, Word and PowerPointTotal Rewards and BenefitsCompetitive SalaryMedical, Dental, Vision, STD, LTD, AD&D, and Life InsuranceMatching 401(k) ContributionHealth Savings AccountEducational ReimbursementMatching Gift Program Equal Opportunity Employer - Minority/Female/Disability/Veteran Recommended Skills Active Listening Business Requirements Business Strategies Customer Experience Customer Relationship Management Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
We're a fast growing, publicly traded company (NYSE:
ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.
Named by Newsweek as One of America's Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful.
They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience.
Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today's leading international suppliers of plumbing and water delivery solutions.
Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.
S.
, China, Canada, Dubai, and Mexico, with sales offices available around the globe.
We hope you'll visit our website and learn more about Zurn Elkay at If you're ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family! Lead the service teams for Zurn Elkay water delivery products.
Drive efforts to ensure world-class installation service, product technical support, service & warranty delivery in alignment with organizational service and compliance goals.
This entails working with our national service provider(s), managing Zurn Elkay's own network of service providers, and implementing company field policy consistent with business strategic goals.
Guide team's alignment with organization's vision/mission and supporting practices.
Ensure team is properly trained and receiving appropriate feedback and coaching against metrics.
Champion the customer experience and work together with the Director to share the Voice of the Customer cross-functionally.
Identify product/quality trends and participate in resolution by sharing customer feedback and partnering with the business to address.
Retain top talent in the Service organization by creating a positive, team-based environment that drives employee engagement through encouraging, empowering and recognizing staff.
Identify, investigate, and report quality and warranty trends of products and parts.
Facilitate regular, clear communication of these trends and partner cross-functionally with the Lab, Engineering and Product Management, Quality to help improve products and services.
Ensure team members have necessary training to execute effectively; build team product knowledge and overall quality.
Partner with supervisor(s) to optimize workflow and hold team accountable for productivity, quality, and responsiveness metrics; clearly communicate gaps and address promptly.
Monitor service provider performance to ensure jobs are executed in accordance with expectations and service levels.
Collaborate with the Service Product Mgr.
to address performance concerns as needed.
Assist in the development and presentation of technical operation and service manuals, service and parts bulletins/aids for field service agencies, customer personnel and manufacture's reps.
Perform special projects and product site visits to support Risk Management claim investigation and analysis, and other escalated customer experience issues as needed.
Deliver distributor/customer product training when necessary.
QUALIFICATIONSBachelor's degree in business, customer care, or related discipline required5
years supervisory or management experience in product service, customer care or technical support related profession required - preferably in a manufacturing or highly-technical environment3
years Elkay experience, including time in Product Marketing or Product Technical Service, preferredCRM or ERP experience requiredPassionate about people (both customer and employee)Proven track-record in building teams, evaluating employees, and developing superior customer service and empathy skills in employeesExcellent written and verbal communication skills, including active listening, facilitation, ability to translate business strategies for employee consumption/actionHigh level of integrity and ability to react appropriately under pressureIndependent decision maker with the ability to prioritize, multi-task and shift team focus to changing business needsSelf-reliant and motivated, takes initiative and maintains a high sense of urgencyDrive results through leadership by encouraging, recognizing and rewarding staffInfluential and collaborative, clearly prioritizing what is best for the organization ahead of individual teams/departmentsAbility to harvest data, analyze information, and present in a clear and thoughtful mannerProficient in Microsoft Office suite focusing on Outlook, Teams, Excel, Word and PowerPointTotal Rewards and BenefitsCompetitive SalaryMedical, Dental, Vision, STD, LTD, AD&D, and Life InsuranceMatching 401(k) ContributionHealth Savings AccountEducational ReimbursementMatching Gift Program Equal Opportunity Employer - Minority/Female/Disability/Veteran Recommended Skills Active Listening Business Requirements Business Strategies Customer Experience Customer Relationship Management Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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