What are the responsibilities and job description for the Technical Support Representative-1 position at Hayward Holdings, Inc.?
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
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
- 3–5 years of experience in a technical support, customer service, maintenance, quality testing, or machine field service role
- A demonstrated aptitude in electrical, mechanical, plumbing, HVAC, or related systems with a willingness to learn commercial pool technology
- You have demonstrated a willingness to continuously learn new products, applications, and technologies – and you’re never done learning
- 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
- Experience in a help desk or administrative/coordination role is a plus
- Ability to manage multiple support cases simultaneously and meet deadlines in a team environment