Supervisor, MEP Technical Services

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 independently with little supervision in an effective manner.
• Excellent verbal, written, and presentation skills, capable of interacting with various levels of the organization.
• Demonstrates flexibility in work assignments to effectively meet the team's needs.
• Working knowledge of Microsoft 365 Applications.
• Must be authorized to work in the U.S. without requiring sponsorship now or in the future.

General Applicable Company Competencies

• Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
• Punctuality and dependability.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Maintain productive and collaborative relationships with other Watts employees.
• Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Working Conditions:

While performing the job duties, you will be working in an office environment and may, at times, be required to be present on the engineering development floor and will be required to wear the appropriate personal protective equipment. You will be required to work in the office at the No. Andover location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday). Up to 10% travel, including customer visits, training events, and company meetings.

Physical Requirements:

• Ability to remain seated at a desk or workstation for extended periods.

• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.

• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.

• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

#LI (Hybrid)

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.