National Training, Third-Party Manager- Zip Water

Zip Water North America•Rosemont, IL

5d•$95,000 - $110,000•Hybrid

About The Position

Zip Water is seeking a National Training, Third-Party Manager for North America to oversee and optimize national technical support operations. This role involves managing phone and video support for installation and technical needs, coordinating refurbishment and inventory programs, and leading internal and third-party technician training. The position is critical for supporting service revenue goals, ensuring efficient inventory management, and addressing warranty and service issues.

Requirements

Associates degree or equivalent years of experience.
3 - 5 years’ experience in in the appliance, coffee machine or HVAC industries would be highly regarded.
Previous people management experience a must.
Ability to travel 25%
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.

Nice To Haves

Drinking water treatment or dispensing related industry beneficial.
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.

Responsibilities

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.
Identify, qualify, and onboard third‑party service providers across residential and commercial markets where Zip NA lacks full‑time 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 third‑party partners.
Oversee parts distribution, inventory needs, and ensure accurate Salesforce work‑order completion and documentation.
Manage payment processing and PPW accuracy for all third‑party 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 third‑party affiliates.
Ensure consistency in training programs, policies, and field execution across all Zip Water NA service channels.
Act as the dedicated POC for all third‑party operations, reducing operational load on other service leadership roles.
Support the continued scalability of Zip NA by managing end‑to‑end third‑party service operations—dispatch, inventory flow, parts supply, and billing.
Contribute to the broader service organization strategy to align to high‑value commercial markets and efficient residential coverage via third‑party networks, as outlined by leadership.