Vice President – Customer Service & Aftermarket Operations

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 VP of Customer Support and Aftermarket Operations will be responsible for developing, leading, and managing the customer service and after-market service offerings and goals of the Watts Applied Solutions Platform. This role is crucial in setting the strategic direction and tactical execution, including short and long-term goals for the services and after-market revenue of the business. The position involves building a brand strategy toward becoming a total solutions provider. The VP of Customer Support and Aftermarket Operations must demonstrate the drive and creativity to dominate current markets, capture new markets, and grow recurring revenue streams. They will lead world-class customer support and develop metrics to improve response time and quality, delivering a value differentiator to our existing and new customers.

Principal Responsibilities and Duties:

• Set and execute the vision, strategy, and tactical focus for our customer service and after-market business.
• Develop a parts and service recurring revenue stream by focusing on service opportunities in areas such as startup, installation, commissioning, diagnostics, remote monitoring, repair, and preventative maintenance of equipment.
• Drive customer support and solutions as a differentiator for Watts Applied Solutions brands.
• Develop programs that allow direct customer/end-user contact and maintain longstanding customer relationships.
• Implement back-office systems to optimize efficiency and create a world-class level of customer support, including using Artificial Intelligence, Machine Learning, and Customer Relationship Management tools.
• Ensure WAS brands are involved in the life cycle of our products (e.g., follow the fleet programs).
• Provide vision, leadership, and department direction to further attainment of company strategic goals and objectives.
• Identify opportunities to fulfill company strategy.
• Create budgets, identify resource needs, and work with development and other teams to determine the schedule of service releases.
• Collaborate closely with Operations, Engineering, Sales, and Marketing to achieve long-term and short-term revenue and profit goals.
• Oversee the value streams of how customers interact with Watts Applied Solutions subject matter experts.
• Inspire and develop direct reports to exceed individual, department, and corporate goals.
• Demonstrate executive management leadership to both internal and external customers.

Education:

• Bachelor's degree in Business or related field required; MBA preferred.
• 10+ years of management and business development experience.
• Minimum of 5 years as the senior decision maker with increasing levels of budgetary and operational management responsibilities.
• Extensive customer service and call-center launch experience.

Management:

• Direct supervision of Aftermarket and Technical Service Teams.
• Perform annual performance appraisals of the team on a timely basis.
• Lead the team to work in a safe manner at all times and comply with safety policies and standards.

Experience and Required Skills: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Strong leadership and analytical ability.
• Project management skills.
• Excellent interpersonal, communication, and presentation skills.
• Ability to perform on a strategic and tactical level.
• Well-developed organizational skills with the ability to manage multiple priorities.
• Must excel in a team environment and embrace change.
• Intermediate level proficiency in MS Office.
• CRM experience.
• Ability to travel – up to 40%.

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 these functions:

• While performing duties of the job, the employee is required to sit, stand, walk, use hands to handle objects, tools, or controls, reach with hands and arms, talk, and hear.
• The employee will occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the 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:

• Office working environment.
• Noise level is minimal.

Required to wear safety glasses and utilize other safety equipment as required while present on the shop floor.

Watts in it for you:

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

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn 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.