Customer Care & Technical Manager

Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.

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 is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality, he/she will also own a strong technical background combined with the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner. Serving as the voice and face of our company, he/she will be integral in reinforcing our reputation for exceptional customer service.

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:

• Provide expert support for customer inquiries related to product functionality, performance, and troubleshooting (CAT / Dealers / Wholesalers and Distributor).
• Gather, analyze, and report customer feedback to the European Technical Team and EAP to inform product development and service enhancements
• Warranty and contract procedure, administrative control and management, by complying with current legislation and company guidelines.
• Claims processing and handling:
  • oversee the end-to-end warranty claims process, ensuring timely and accurate processing of claims in accordance with company policies and warranty terms.
  • ensure all necessary documentation related to warranty claims is collected, verified, and maintained in compliance with company standards and legal requirements.
  • conduct investigations of warranty claims, analyzing customer feedback, product performance data, and technical information to determine claim validity and resolution options.
• Work closely with Sales, Marketing, and Product Development teams to ensure a cohesive approach to customer service and product launches.
• Support EWS sales representatives in the territory on technical aspects routines

Product training:

• Develop, implement, and regularly update training programs for customers and sales teams on product features, benefits, installation practices and main troubleshootings.
• Create and manage training materials, including manuals, guides, videos, and e-learning modules.
• Organize and lead training sessions, workshops, and webinars, ensuring content is engaging and informative to the main customers:
  • Dealers/WH/Distributor/: Residential softeners - Product training on customer sites highlighting technical features that differentiate from competitors + virtual trainings to plumbers network.
  • Dealers/WH/Distributor/: Commercial and Industrial Series - Product training on customer sites and technical support during commissioning.
• Assess training effectiveness through feedback and adjust programs as necessary.

CAT (Centro di Assistenza Tecnica) management:

• Responsible for developing and maintaining CAT network in Italy and for its quality of service provided:
  • Oversee the day-to-day operations, ensuring efficient workflow, resource allocation, and timely service delivery.
  • Implement, improve and track service quality processes, including routine performance evaluations and customer satisfaction surveys.
  • Monitor service KPIs (response time, resolution rate, etc.) and analyze performance data to implement continuous improvement strategies.
• Recruitment and onboarding of new CATs and focus on upgrading their technical training

Compliance and regulatory support:

• Ensure adherence to industry regulations, safety standards, and quality control measures + stay updated on regulatory changes affecting product standards
• Conduct product certification whenever necessary
• Manage products information and be responsible for manuals/IFUs.
• Constant updates to the customer network on legislation/tax relief/technical aspects.

Spare part management:

• Spare Part Price List management under Country Leader control: management of codes (obsoletes, phase in/out, updates…) and related prices according to EcoWater guidelines. Conduct cost analysis of spare parts operations, identifying areas for potential savings and preparing regular reports for management review.
• Forecasting: analyze historical data and customers trends to accurately forecast spare parts demand, facilitating timely procurement and reducing lead times.
• Serve as the primary point of contact for customers regarding spare parts inquiries, providing timely updates on availability, order status, and estimated delivery times.
• Procedures and management of warranty and out-of-warranty parts.
• Develop and implement processes for efficient spare parts handling for customers to ensure full availability of spare parts in their warehouses.

Your profile:

To excel in the role of Customer Care and Technical Manager, you will bring a dynamic blend of energy, perseverance, and determination to achieve organizational goals. The ideal candidate will possess the following qualifications and attributes:

• A minimum of 5 years in Customer Care and Technical management within the water treatment or HVAC-related industry, demonstrating a robust understanding of sector-specific challenges and solutions.
• Technical expertise: strong technical knowledge with the ability to convey complex technical information clearly and persuasively to diverse audiences, ensuring customer understanding and satisfaction.
• Strong Energetic personality, self-motivated with a real passion for technical aspects-products and customer satisfaction.
• Excellent communication, interpersonal skills and public speaking.
• Proven track record of proactive problem-solving skills, with a focus on providing accurate, clear, and prompt responses to customer inquiries and internal needs.
• Ability to work independently as well as collaboratively within a team, fostering a supportive and productive work environment
• Language Proficiency: fluency in English is essential, with daily interaction with European teams and participation in European meetings to drive alignment and share insights.

Location and commitments:

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

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.