Supervisor, MEP Technical Services

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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. Watts Water Technologies designs and manufactures products and solutions that promote the safety, efficiency, and control of water across commercial, residential, industrial, and municipal applications. Our mission is to ensure the Earth's most precious resources remain safer, cleaner, and more useful for our customers. The Supervisor, Mechanical, Electrical, Plumbing (MEP) Technical Services leads a customer‑facing technical support organization responsible for providing expert product application guidance and issue resolution across Watts' Wholesale, Retail, and OEM channels. This role is accountable for delivering consistent, high‑quality technical support, developing and managing a high‑performing technical services team, and serving as a key liaison between customers, sales channels, engineering, quality, manufacturing, and product management. The ideal candidate is a flexible, hands-on leader who ensures customer inquiries, product questions, returns, and labor claims are handled accurately, professionally, and efficiently while driving continuous improvement in service quality, processes, and customer experience. This position reports to the Manager of Product Applications and Support and is based in our North Andover, MA office RESPONSIBILITIES AND DUTIES: Schedule and manage technical support coverage to meet service levels and ensure adherence to internal processes and compliance requirements. Serve as the escalation point for complex customer technical issues and sensitive field situations. Provide expert guidance on proper product selection, troubleshooting, installation, and code compliance. Foster trusted relationships with customers, agents, and internal sales teams through clear, professional, and responsive communication. Evaluate and authorize product return requests and product evaluations in accordance with company policies. Manage and close labor claims, ensuring complete documentation and appropriate management approvals. Oversee processing of return closures, including credits, evaluation communications, and no‑charge replacements. Lead weekly quality review meetings with Engineering, Quality, Manufacturing, and Product Management to review product performance concerns and implement corrective actions to reduce returns and claims. Communicate field feedback and customer insights to support product improvements and new product development initiatives. Review technical literature prior to release to ensure accuracy, clarity, and proper operating and installation guidance. Ensure the Technical Services team maintains current product knowledge and familiarity with applicable codes and standards. Identify and implement continuous improvement initiatives to enhance operational efficiency and customer experience. Maintain accurate records, documentation, and reporting related to technical support activity. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. All other duties as required. Required Qualifications Bachelor's or Associate degree, or equivalent combination of education and technical certification preferred. Minimum of 7 years' experience in the building and mechanical trades which can include either mechanical, electrical or plumbing, supervisory or foreman experience a plus. State Certified Journeyman's or Master Plumbing license preferred. Working knowledge of Uniform Plumbing Code (UPC), International Plumbing Code (IPC), ASSE Standards, and USC Foundation for Cross-Connection Control and Hydraulic Research. Certified Backflow Tester a plus. Working knowledge of building heating, cooling, and control systems, including installation, maintenance, and troubleshooting; design experience a plus. Experience supporting wholesale plumbing sales channels, with responsibility for managing or supervising customer support teams and escalations. Strong interpersonal communication skills for interaction with various engineering teams, suppliers, customers, regulatory personnel, and management. Strong decision making, critical thinking, analytical and problem-solving skills. Ability to manage projects or processes that span outside of immediate responsibilities and work independe

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