National Training and Third Party Manager

Position: National Training, and Third-Party Manager

Supervisor: National Service Manager

At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands‑on professionals to help us enhance our service operations and exceed customer expectations. The National Training and Third‑Party Manager is responsible for the development, delivery, and governance of all service training programs across Zip Water North America.

This role ensures internal support teams and external service partners are equipped with the knowledge, tools, and processes required to deliver consistent, high‑quality service. The position also oversees the end‑to‑end management of third‑party service partners—including onboarding, operational performance, dispatch coordination, inventory flow, work order compliance, and financial processing—ensuring these partners meet the standards of a Zip Water Certified Partnership.

• 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.

To perform the job successfully, an individual should demonstrate the following competencies in this position:
Customer Focus, Accountability, Resourcefulness, Organizational/Planning, Team Player, Analytical, Troubleshooting, Initiative, Adaptable, Integrity, Detail Oriented, Decision Making.

• Associate’s degree or equivalent years of experience.
• 3 – 5 years’ experience in the appliance, coffee machine or HVAC industries would be highly regarded. Drinking water treatment or dispensing‑related industry beneficial.
• Ability to travel 25 %.
• 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.
• 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.

We offer competitive compensation including base plus bonus & benefits including:
Medical, Dental, Vision, Life Insurance, Disability, 401(k), Parental Leave, PTO, Additional voluntary benefits.