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.

What we do:

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.​

The Field Service Manager will be responsible for leading the Field Services / Installation teams and ensuring that Watts SaaS products are installed in a professional, timely, thorough, and cost-efficient manner.

 

 

 

RESPONSIBILITIES 

Primary Mission: For all Nexa (and Trident) customers, ensuring that any hardware devices are installed at the customer sites in the following manner: 

Professional: Ensuring that all installers (Watts team members and/or 3rd party contractors) represent Watts and its SaaS platforms in a positive, professional manner while on-site at customer facilities. 

Timely: Installations are completed within customer expectations (particularly any SLAs). For customers without stated expectations, the Field Services Sr. Manager will be responsible for ensuring that installation jobs are completed within X days of the sale closing. 

Thorough: Full scope of work for the installation should be completed within the target timeframe communicated to the customer. If there are factors that are delaying installation speed, the Field Services Sr. Manager is responsible for highlighting and proposing solutions to address these issues. 

If applicable, ensuring that on-site customers are provided training to familiarize them with Watts’ SaaS product 

Cost-efficient: Field Services Sr. Manager will strive to keep all installation jobs within budget. Furthermore, the Field Services Sr. Manager will be responsible for identifying any process inefficiencies and proposing potential solutions. 

Ensuring that the Watts Digital Field Services team follows industry best practices for installing and maintaining IoT hardware devices.  

Metrics: Installation turnaround, budget adherence​ 

 

To ensure the team can fulfill the Primary Mission stated above, the Field Services Sr. Manager will also be responsible for: 

Developing and refining field operations processes 

Developing a resourcing plan to ensure broad geographic installation & maintenance coverage for Watts’ SaaS products 

Develop strategy, set up, and maintain a network of 3rd party installers / contractors (incl. identifying, recruiting, training, certifying, and performance managing 3rd party installers) 

E.g., who covers what region, how we utilize 3rd party contractors (vs. Watts team), contingency plans when specialized trades (plumbers, electricians, etc.) are needed 

Developing and continuous reporting of metrics and KPIs 

Delegate responsibilities, manage, and develop members of the Field Services team 

Ensure that team members are aligned and working towards clear goals / targets 

Ensure team member accountability and manage team schedules and bandwidth 

 

Manage relationships with 3rd party contractors, to ensure their contractors uphold Watts’ installation standards and SLAs 

 

Coordinate with the Sales and Customer Success teams to understand customer needs & expectations, project scope, etc., and ensure that customers have a positive experience during installation and maintenance visits.  

 

Work with the Customer Success team to continuously evaluate and refine self-installation (DIY) processes for customers. 

 

Provide input & feedback to Product and Engineer teams on installation considerations for existing and new products, based on installer and customer feedback. 

 

 

QUALIFICATIONS: 

Bachelor’s degree preferred  

5 or more years of experience in a field operations management role (experience leading and managing internal team members and 3rd party contractors) 

Project management – coordinate between different functional teams to ensure customers have a smooth install experience 

Familiarity with industry best practices for installing IoT hardware products 

Customer-facing experience – able to effectively communicate, problem-solve, and discuss findings and recommendations with customers 

Focused on delivering value to our customers, takes initiative on opportunities, and works collaboratively with others 

Technical skills required, as they relate to the use of the product or service. Must be able to develop deep familiarity with the Watts products that they support. 

Accountability and personal organization are essential 

Strong organization and presentation skills and customer relations management 

Watts in it for you:

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

Competitive compensation based on your skills, qualifications and experienceComprehensive medical and dental coverage, retirement benefitsFamily building benefits, including paid maternity/paternity leave10 paid holidays and Paid Time OffContinued professional development opportunities and educational reimbursementAdditional perks such as fitness reimbursements and employee discount programsLearn more about our benefit offerings here: https://tapintowattsbenefits.com/

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.