Technical support

Ecowater Systems Italia S.R.L

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

If you are passionate about technology, customer care support and making a difference, we invite you to join the EcoWater Systems Italian team and help us provide clean, healthy water for generations to come. We are seeking a dynamic and results-driven Customer Care Manager to join our team in Italy. The ideal candidate will possess a strong technical background combined with excellent attitude in dealing the right and fast support to our customers to effectively promote and provide the best quality support to make the service a real added value in our water softeners and filtration systems.

Your missions:

To provide excellent service in terms of technical support, customer care, management of the CAT network and technicians/vendors of our customers (wholesalers in the plumbing market) and resellers, as well as sharing and updates of legal regulations to our customers and in compliance with product certification obligations related to the range of products sold in Italy.

Reporting directly to the Country Leader, your areas of responsibilities will be:

Technical assistance:

• Relationship management and assistance to customers to understand their needs and provide the necessary service and solutions to the direct customers (CAT / Dealers / WH and Distributor).
• Follow up of warranty and contract procedure, including administration, in compliance with current legislation and company guidelines.
• Provide technical support to our sales representatives in the field
• Interface between customers and the European logistics center for spare parts shipments.

Product Trainer and CAT Management

• Responsible for the CAT network in the Italian territory and the quality of service provided.
• Recruitment of new CATs and manage their technical training
• Product training to customers:
• Dealers/WH/Distributor/: Residential softeners - Product training on customer sites highlighting technical features that differentiate from competitors.
• Dealers/WH/Distributor/: Commercial and Industrial Series - Product training on customer sites and technical support during commissioning.
• Constant online training to the plumbing network.

Legal Compliance and Regulatory support:

• Involvement in Product certification.
• Ensure correctness of product manuals.
• Provide updates to the customer network regarding legislation/tax relief/technical aspects.
• Attendance at trade association meetings/updates.

As a part of this role you will be also involved in the spare part management. You will therefore be the company's contact person for all Italian customers regarding:

• Spare Part Price List.
• Administrative management of obsolete codes, updating price lists and communication to customers.
• Provide correct forecasts of Spare parts needs to ensure timely availability
• Procedures and management of warranty and out-of-warranty parts.

Your profile:

To succeed in this role, you must have strong energy, perseverance, and determination to achieve the set goals. You must also have the below:

• Minimum of 3/5 years of experience in Technical Support / Customer Care management in the water treatment or HVAC- related industry.
• Strong technical knowledge with the ability to convey technical information clearly and persuasively.
• Strong Energetic personality, self-motivated with a real passion for technical aspects-products and customer satisfaction.
• Excellent communication, interpersonal skills and public speaking.
• Problem-solving and proactivity. Accurate, clear, and quick in responses to customers and to the company.
• Ability to work independently and as part of a team
• Fluent in English, daily contact with Europe and participation in international meetings.

Location and commitments:

• Permanent full-time role, Milan Office and two days smart working.
• Willingness to travel (30% of the time) in all over the Italian Territory.

In a nutshell:

• Join us at EcoWater Systems and be part of a team that is dedicated to making a difference in water quality and environmental sustainability
• Competitive salary, agile and fast organization.
• Comprehensive training and development programs.
• Work with a global leader in water treatment solutions.
• Supportive and collaborative work environment.

Thank you for providing your CV in English

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.