Technical Support Representative

Atlanta, GA - USA

Monthly Salary: Not Disclosed

Posted on: 22 days ago

Vacancies: 1 Vacancy

Job Summary

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 position is based in Atlanta GA.

The Technical Support Representative provides expert assistance to customers service partners and distributors by diagnosing and resolving issues related to Chlorking and Sentry equipment installation operation and performance. This role requires strong technical aptitude analytical thinking and excellent communication skills to deliver efficient high-quality support.

Responsibilities

Customer Support

Respond promptly to customer inquiries via phone email or remote support tools.
Assist with troubleshooting installation operational and configuration issues.
Guide customers through troubleshooting and problem-solving steps and explain technical concepts clearly.

Technical Diagnosis & Resolution

Identify root causes of issues using systematic questioning analysis and by guiding the customer through testing.
Provide solutions or escalate as necessary.
Document all troubleshooting results resolutions and customer interactions accurately.

Product & Systems Knowledge

Maintain working knowledge of our product lines components and system functions including plumbing hydraulics electrical systems and interfaces.
Stay current on product updates technical bulletins and new technologies.

Collaboration

Communicate regularly with engineering sales and field service to share insights escalate concerns and close the feedback loop on product issues.
Contribute to internal knowledge bases and technical documentation for recurring issues.

Field Service (Occasional/Negotiable up to 10%)

Assist in field visits to support product installation diagnosis or repair as required.
Travel to installed sites for additional training and support when necessary.

Qualifications

Required:

Either: 35 years of experience in a technical support maintenance quality testing or field service role- OR: -- a demonstrated aptitude in electrical mechanical plumbing HVAC and related systems with a willingness to learn commercial pool technology
Understanding of electrical mechanical plumbing HVAC or electronic systems
Excellent verbal and written communication skills with the ability to clearly explain technical concepts to non-technical customers
Strong analytical and problem-solving abilities
Experience with Microsoft Office and related computer-based tools
Ability to manage multiple support cases simultaneously and meet deadlines in a team environment

What would make you a stand-out candidate:

Certified Pool Operator (CPO) certification
Hands-on experience working with ChlorKing or Sentry equipment installed in commercial pool pump rooms
Prior field experience servicing installing or troubleshooting water treatment or pool system controls
Familiarity with hydraulics system diagnostics and remote monitoring tools
Any experience providing technical training

Required Experience:

Unclear Seniority

OverviewHayward 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 an...