Technical Customer Service Representative

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, North Carolina, and Rhode Island as well as Canada, Spain, France, Australia, and China.

SUMMARY:
The Tech Service Representative (TSR) plays a significant role in shaping market perception of Hayward by providing trade partners and end users with real-time, best-in-class technical support and customer service via phone and email. This includes:

• Serve as the primary point of contact for internal and external customers who need technical product assistance.
• Balance customer service objectives against enforcing warranty guidelines, with a focus on delighting customers and controlling warranty expenses.
• Execute programs designed to drive customer engagement, improve data integrity, and produce actionable product feedback.

The TSR works independently, and is empowered to make decisions. As needed, the TSR collaborates with other Hayward business groups to ensure best-in-class support for all internal and external Hayward customers.

Position requires working onsite at our N. Kingstown, Rhode Island office and candidates must be within a reasonable driving commuting distance. Possibly "Hybrid" schedule may be considered if approved by manager (working at least 3 days per week in the office). This is NOT 100% remote position.

Major Tasks and Responsibilities:
Product Support
Serve as the primary point of contact for internal and external customers who need technical product assistance.

• Provide thorough technical assistance with product installation, programming, troubleshooting, seasonal startup, winterization, and repair to both trade partners and end users.
• Refer warranty service and repair issues to the appropriate recipients and follows up when needed to ensure that they are handled on a timely basis.
• Serve as inside contact to field teams.
• Participate in designated product support team to provide product feedback and insight.
• Provide pre-purchase product selection advice for customers to meet the specific requirements of their residential or commercial aquatic application, geography, and energy conservation needs.

Balance customer service and warranty
Balance customer service objectives against enforcing warranty guidelines, with a focus on delighting customers and controlling warranty expenses.

• Assess customer situations case by case to identify the appropriate resolution, offering customers options when possible.
• Negotiate with customers to resolve issues at the lowest cost possible.
• Collaborate with District and Regional Technical Managers and trade customers as needed to resolve escalated customer cases.

Support for Critical Functions
Execute programs designed to drive customer engagement, improve data integrity, and produce actionable product feedback.

• Conduct outbound calls to trade customers to update contact information, announce upcoming training events, and to announce new resources.
• Through inbound and outbound calls, gather product and site-specific information to be used in product reliability and improvement efforts.
• As requested, participate in product evaluation/improvement projects.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

Education: Required high-school diploma. Preferred 4-year degree or equivalent experience, preferably in a business-related field.

Experience: Preferred 3+ years experience in the pool industry, preferably in a customer service role, working directly with product and supporting internal and external customers.

Skills: Advanced computer skills including Microsoft Word, Excel, PowerPoint and Lotus Notes or similar e-mail application. In-depth knowledge of swimming pool products, their application, use & care, and repair.

Abilities: Creative thinking and problem solving, customer service focus, collaborating with internal and external business partners, working through others to achieve results, and teamwork.

Work Environment:
While performing the duties of this job, the employee is generally in an office setting. The employee will frequently work in the manufacturing area near moving mechanical parts and will be exposed to fumes, dust, water and airborne particles. The noise level in the work environment is usually moderate to noisy in the production areas. Safety glasses are required while on the plant floor.

Hayward believes our most valuable resource is our people .
Come on in. The water is Hayward.
$1,000 Employee Referral program (no limit on referrals)
Benefits Effective Day 1
Great Medical, Dental, Vision plans
Company Paid Life Insurance, & Short and Long Term Disability
401K Match, plus 3% Profit Sharing
10 Paid Holidays
Vacation and Paid Sick Time
Gym Reimbursement
Tuition Reimbursement

Location: 61 Whitecap Drive, N Kingstown, RI 02852

Job Type: Full-time

Pay: $20.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• North Kingstown, RI: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Must be currently available to work (Mon-Fri) in a "Hybrid" work schedule - some days in-person at our Rhode Island office and some days remotely/at home. Can you meet this requirement? Yes or No
• If you receive and accept a job offer for this position, are you willing to immediately complete a background and drug screening? Yes or No

is required to be considered.

Education:

• High school or equivalent (Preferred)

Experience:

• supporting a business product or service by phone /email/PC: 2 years (Required)
• Microsoft Word: 1 year (Required)

Work Location: One location