Technical Service Representative job vacancy in Hayward Industries – Jobs in Phoenix, AZ 85043

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Job Details
Company Name :
Hayward Industries
Company Location :
Phoenix, AZ 85043
Job Position :
Technical Service Representative
Job Category :
Jobs in Phoenix, AZ 85043

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.
For over 80-years, Hayward has been enhancing pool ownership by manufacturing cutting edge, advanced pool and spa equipment. Hayward listens to our customers’ needs and makes sure they are implemented during the design and manufacturing process. The goal is to become the preferred brand of choice with every residential and commercial swimming pool and spa.
Technical Service Representative (Phoenix, AZ)
Location: Candidates must currently live within a reasonable driving commutable distance to our Phoenix location. Address is 8175 W. Buckeye Road, Phoenix 85043. Local candidates will be given first consideration. Candidates must be willing to work onsite at our new facility; hybrid schedule (alternate 3 days working in office and 2 days remote work) is a possibility – as it relates to our most current policy. This is NOT a 100% remote position.
SUMMARY: The Technical Customer 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.
Major Tasks and Responsibilities:
Product SupportServe 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 warrantyBalance 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 FunctionsExecute 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.
Education: Required high-school diploma. Preferred 4-year degree or equivalent experience, preferably in a business-related field.
Experience: Ability to learn and/or certifications in a skilled labor field (Examples: electrical, HVAC/Heating/Air, plumbing, pumps, pools, manufacturing, or similar), preferably work experience 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 peopleCome on in… The water is Hayward.$1,000 Employee Referral program (no limit on referrals)Benefits Effective Day 1Great Medical, Dental, Vision plansCompany Paid Life Insurance, & Short and Long Term Disability401K Match, plus 3% Profit Sharing10 Paid HolidaysVacation and Paid Sick TimeGym ReimbursementTuition Reimbursement
Location: 8175 W Buckeye Rd, Phoenix, AZ 85043
Job Type: Full-time
Pay: $20.00 – $21.00 per hour
401(k) matching
Dental insurance
Employee discount
Flexible spending account
Health insurance
Paid time off
Tuition reimbursement
Vision insurance
Day shift
Monday to Friday
Supplemental Pay:
Bonus pay
Ability to commute/relocate:
Phoenix, AZ 85043: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
If you receive and accept a job offer for this position, are you willing to immediately complete a background check and drug screening? An answer is required: either “yes” or “no” in order to be considered.
Must be currently available to work (Mon-Fri) in a “Hybrid” work schedule – some days in-person at our PHOENIX office and some days remotely/at home. This is NOT a 100% remote position. Can you immediately meet this requirement? Please answer Yes or No
High school or equivalent (Preferred)
Business to Business Customer support: 2 years (Required)
Microsoft Word and basic Excel: 1 year (Required)
Work Location: One location

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