Hayward Industries

Service Partner Support Specialist

Job Locations US-NC-Clemmons
Posted Date 2 weeks ago(3/5/2018 9:02 AM)
Job ID


Hayward Pool Products, a division of Hayward Industries, Inc. 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. Headquartered in Elizabeth, New Jersey, 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.

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.


Working at Hayward



The Service Partner Support Specialist plays a significant role in shaping market perception of Hayward by providing trade customers with best-in-class support while managing more than $3 million in warranty claims per year. This includes:

  • Serve as the primary point of contact for internal and external customers who need assistance with product warranty, claims and claim systems.
  • Serve as the company’s subject-matter expert regarding warranty policies, processes, and system design.
  • Provide internal and external customer service with support for warranty, training, and other critical functions.

The SPSS works independently and is empowered to make decisions. When needed, the SPSS collaborates and consults with other Hayward business groups such as the Technical Support Call Center, Engineering, R&D and RMA teams to ensure that they provide best-in-class support to internal and external customers. 


Customer Service & Administrative

Serve as the primary point of contact for internal and external customers who need assistance with product warranty, claims and claim systems.

This includes:

  • Provide new and existing trade customers with training on warranty systems and claims processes
  • Resolve inquires related to E-Commerce purchasing website
  • Process servicer claims accurately and within stated timeframes
  • Resolve disputes, with empowerment to make decisions
  • Accurately and promptly issue RGAs and FIRs
  • Respond to questions about claims process, status etc.
  • Place product and parts orders as requested by internal (HASCs, DTMs, Sales team, Engineering, etc.) and external customers (HASCs, Distribution, etc.).
  • Coordinate returns of defective products from servicers for evaluation by our RMA team.

Warranty Policies, Process, and System Design

Serve as the company’s subject-matter expert regarding warranty policies, processes, and system design.

This includes:

  • Identify opportunities to improve the online claims system including site design and functionality
  • Identify components of the warranty program that create confusion, frustration, or dissatisfaction for Hayward customers and provide recommendations for clarity and resolution
  • Advocate for internal and external customers regarding enhancements in our warranty related systems


Support for Critical Functions

Provide internal and external support for warranty, training, and other critical functions.

This includes:

  • Coordinate, plan and execute Tech Service Training Seminars throughout the country
  • Ensure HASC records are accurate and up-to-date
  • Complete special projects initiated and coordinated through/with Director of Tech Services, Manager and Supervisor
  • Responsible for having Troubleshooting and Quick Reference cards printed to be distributed among internal and external customers





This position requires the versatility to move seamlessly between a customer service/relationship building role to a troubleshooting systems role to an execution/production role.


  • Strong organization and analytical skills
  • Knowledge of swimming pool products and their application
  • Working knowledge of technology and system applications, including databases, reporting, and business tools
  • Customer service, dispute resolution, problem solving, and negotiation
  • Effective interpersonal skills to provide excellent customer support
  • Effective negotiation skills 
  • Leading a team of peers, working through others to achieve results, teamwork
  • Working with multiple customer types to solve business problems
  • Project management, executing to a deadline, managing a workload
  • Ability to regularly shift focus between execution, customer service, and problem solving roles
  • Data analysis


Education and Experience:

Minimum high school diploma, 4-year degree preferred. Preferred 1 year experience in the pool industry, working directly with pool products, warranty claims and administration, along with experience executing a support function that serves internal and external customers.  Ideal candidate will have had responsibility resolving complaints from external trade customers


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