TECHNICAL SUPPORT MANAGER (WATER HEATING)

In the United States, Ariston is a leading manufacturer of premium, high efficiency, and high-quality heating and water heating solutions for residential and commercial applications in North America. Operating with brands including HTP, Ariston, NTI Boilers and American Standard Water Heaters, Ariston USA is headquartered in Providence, RI. with Sales and Distribution locations throughout the US. 
 

Ariston USA is part of Ariston Group, a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.
 

As Technical Support Manager in our Water Heating team, you will oversee both internal and external service support operations, ensuring top-tier assistance for escalated technical issues related to water heating solutions, troubleshooting, installations and more. Your role includes coaching support specialists, improving service processes, and maintaining consistently high-quality customer experience.

Are you a hands-on plumbing or HVAC technical leader with a passion for customer satisfaction and team development? In this dynamic hybrid role, you will play a critical part in supporting our customers and guiding our technical support teams and global call centers.

Your key responsibilities will include:

• Acting as the main escalation point for complex technical support issues related to installation, troubleshooting, equipment malfunction and more. 
• Managing high-volume technical inquiries across phone, email, and other channels.
• Coordinating with global call centers and internal support teams.
• Ensuring coverage across multiple time zones; flexible work hours as needed.
• Training and mentoring Tech Support Specialists.
• Monitoring team KPIs and presenting performance data to senior leadership.
• Navigating technical schematics, documentation, and diagnostic tools.
• Creating service documentation, guides, and video-based troubleshooting content.
• Driving continuous improvement and maintaining accurate support records.

The Ideal Candidate is an experienced plumbing, hydronics or HVAC technical leader who thrives in a fast-paced, customer-focused environment. You know how to motivate teams, improve processes, and dive into the technical details when needed.

Required Qualifications:

• Bachelor’s degree (required)
• 5+ years of managerial experience in a manufacturing or technical support environment
• Strong understanding of HVAC systems and combustion testing equipment

Key Skills & Experience:

• Demonstrated leadership in team performance, scheduling, and development
• Excellent troubleshooting skills in mechanical and technical contexts
• Strong verbal, written, and interpersonal communication skills
• Proficiency in Microsoft Office Suite (Teams, Excel, Word, PowerPoint); Visio a plus
• Ability to analyze data, identify trends, and present insights
• Experience working independently on projects with minimal supervision

Other Requirements:

• Fluent in English (spoken and written)
• Comfortable using HVAC testing tools and interpreting wiring schematics
• Ability to lift up to 25 lbs.
• Must meet visual requirements (close and distance vision, color, depth perception, etc.)

This is a hybrid role, 3 days in office (downtown Providence, RI) and 2 days remote, per week.

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.