Technical Service Representative
Technical Service Representative
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Job Description
Overview
Hayward Holdings Inc. (NYSE HAYW) is the largest manufacturer of residential swimming pool equipment in the world with a significant presence in the commercial pool market that is continuously growing. Hayward designs manufactures and markets a full line of residential and commercial pool and spa equipment including pumps filters heating cleaners salt chlorinators automation lighting safety flow control and energy solutions at our company-owned facilities. Headquartered in Charlotte North Carolina Hayward also has facilities in Tennessee Arizona and Rhode Island as well as Canada Spain France Australia and China. This role can be located in Oakville Canada.
This position is responsible for managing the customer experience by providing product support to dealers/distributors and consumers on all Hayward products. Having the ability to troubleshoot technical product issues is necessary to succeed in this role.
Responsibilities
- Provide technical assistance on all product lines to support dealers consumers and service providers
- Evaluate and fulfill warranty requests in compliance with warranty protocols
- Respond promptly to incoming phone email and fax inquiries
- Create and maintain service incident records in our technical service database
- Product troubleshooting
- Enter replacement part orders for warranty calls into service case system
- Continuously grow technical knowledge on all product lines both through formal training and individual study
- Participate in industry trade shows and training seminars as required
- Assist with training projects or administrative duties in off-season
- Other duties as assigned.
Qualifications
- A minimum of 3-5 years experience in a Customer Service role
- Previous experience in a technical role preferably in the pool industry
- Technical aptitude and willingness to learn
- Capable of handling difficult situations & customers
- Ability to prioritize and utilize good judgment in problem solving
- Proficiency in MS Office programs
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Required Experience:
Unclear Seniority
Employment Type
Unclear
