Field Service Manager

Hayward Pool Products Canada Inc. is a leading manufacturer of swimming pool equipment. For more than 90 years, Hayward has helped pool owners enjoy the pleasures of pool ownership by delivering cutting-edge, technologically advanced pool equipment worldwide.

We are seeking a Field Service Manager to support and strengthen our service and dealer network across Canada. This role is responsible for managing relationships with Authorized Service Centers, providing technical expertise, delivering training programs, and ensuring outstanding customer support for Hayward partners and consumers.

The ideal candidate is both technically knowledgeable and customer-focused, comfortable working with internal teams and external partners, and capable of delivering technical training to audiences ranging from small service groups to large dealer networks. This role plays a key part in enhancing the overall customer experience and strengthening loyalty to the Hayward brand.

Responsibilities

• Manage, train, and support Hayward’s network of Authorized Service Centers and service partners.
• Identify and onboard new Authorized Service Centers to expand the service network.
• Build and maintain strong relationships with service providers, dealers, and key partners.
• Serve as the primary escalation point for field service issues and partner support needs.
• Develop and deliver technical training through webinars, classroom sessions, and on-site seminars.
• Provide technical support across all Hayward product lines to dealers, consumers, and service providers.
• Perform field service repairs, troubleshooting, and system programming when required.
• Respond to incoming technical inquiries via phone, email, and other communication channels.
• Maintain accurate records of service incidents in the technical service database.
• Diagnose issues and coordinate service calls related to heaters, heat pumps, salt systems, and automation products.
• Participate in industry trade shows, dealer events, and training seminars.
• Review and process warranty requests in accordance with company warranty protocols.
• Maintain and update the Service Center database, including coverage areas, labor rates, and company profiles.
• Assist with special projects and administrative support during seasonal slow periods.
  
  

Qualifications

• 5 years of relevant experience in technical service, field support, or service network management.
• College diploma or bachelor’s degree in business, marketing, engineering, or a related field preferred.
• Strong technical troubleshooting skills and the ability to diagnose product issues in the field.
• Experience delivering technical training and presentations to a variety of audiences.
• Proficiency with Microsoft Office and service tracking systems.
• Excellent communication and relationship-building skills with customers, dealers, and internal teams.
• Ability to prioritize tasks, solve problems, and manage multiple service issues simultaneously.
• Customer-focused mindset with the ability to handle challenging customer situations professionally.
• Highly organized, accountable, and results-oriented.
• Strong understanding of market dynamics and competitive landscape within the industry is a plus.
  
  

Salary Range: $65,000-$80,000 CAD