National Training and Third Party Manager

Supervisor: National Service Manager

Location:Hybrid position Rosemont/Libertyville Illinois

Role Overview:At Zip Water North America we are an emerging force in the multi-function tap industry dedicated to delivering not only high-quality products but also unparalleled service. As we scale we seek dynamic hands-on professionals to help us enhance our service operations and exceed customer expectations.

The National Training and ThirdParty Manager is responsible for the development delivery and governance of all service training programs across Zip Water North America. This role ensures internal support teams and external service partners are equipped with the knowledge tools and processes required to deliver consistent highquality service. The position also oversees the endtoend management of thirdparty service partnersincluding onboarding operational performance dispatch coordination inventory flow work order compliance and financial processingensuring these partners meet the standards of a Zip Water Certified Partnership.

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.

ThirdParty Service Vendor Management

• Identify qualify and onboard thirdparty service providers across residential and commercial markets where Zip NA lacks fulltime 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 thirdparty partners.
• Oversee parts distribution inventory needs and ensure accurate Salesforce workorder completion and documentation.
• Manage payment processing and PPW accuracy for all thirdparty 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 thirdparty 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 thirdparty operations reducing operational load on other service leadership roles.
• Support the continued scalability of Zip NA by managing endtoend thirdparty service operationsdispatch inventory flow parts supply and billing.
• Contribute to the broader service organization strategy to align to highvalue commercial markets and efficient residential coverage via thirdparty networks as outlined by leadership

Competencies:

To perform the job successfully an individual should demonstrate the following competencies in this position:Customer Focus Accountability 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.

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.

We offer competitive compensation including base plus bonus & benefits including:Medical Dental Vision Life Insurance Disability 401(k) Parental Leave PTO Additional voluntary benefits.