Director of PSN

Service Operations Leader

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.

Essential Duties and Responsibilities

• Directly supervise PSN Support staff by prioritizing, scheduling, and delegating work assignments to ensure exceptional customer service.
• 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.
• Engage the PSN Network of independent service providers. Remain visible and accessible to build relationships and trust.
• Develop and deploy certification levels for the PSN network, both in terms of service support competency, but also build loyalty to the Watertronics brand.
• 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.
• Grow the aftermarket parts business.
• 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.
• 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.
• Resolve problems with new pump station deliveries. Damage, missing parts, installation questions, and start-up support.
• Telephone troubleshooting support for Watertronics pump stations of all ages.
• 24/7 emergency support.
• 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.

Knowledge and Skill

• Strong attention to detail
• Solid math skills
• Good verbal and written communication skills
• High level of organization and time management skills
• Ability to work independently, multi-task, and prioritize
• Solid knowledge of Microsoft Word, Excel, and Outlook
• Three to five years of previous bookkeeping, accounting and/or financial experience preferred
• Minimum Associate degree in Accounting

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. Duties include data entry 80% of the time. The colleague may lift, push or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The position is an office-based position.