Service Partner Support Specialist - Temporary

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.  This position is based in Mocksville, NC.

At Hayward, our mission is to transform the experience of water through exceptional products, outstanding service, and innovative technology. As a Service Partner Support Specialist (SPSS), you’ll play a pivotal role in providing best-in-class support to trade customers and distributors, shaping market perceptions of our brand.

In this dynamic role, you’ll serve as the primary point of contact for internal and external customers seeking assistance with product warranty, claims, and claim systems. Empowered to make decisions, you’ll provide training, resolve inquiries, and collaborate with teams across Hayward, including Technical Support, Engineering, R&D, and RMA, to deliver exceptional customer experiences.

Customer Service & Administrative Support

• Train trade customers on warranty systems and claims processes.
• Resolve inquiries related to E-Commerce purchasing and claims.
• Accurately process claims, issue RGAs and FIRs, and manage returns.
• Place and process orders for internal and external stakeholders.
• Maintain accurate records for our Hayward Authorized Service Centers (HASCs).

Warranty Expertise

• Act as the subject-matter expert on warranty policies, processes, and systems.
• Identify opportunities to improve claims systems and advocate for customer-focused enhancements.
• Provide recommendations to address program challenges and enhance customer satisfaction.

Critical Function Support

• Plan and execute technical service training seminars.
• Manage troubleshooting materials and quick reference cards for distribution.
• Complete special projects supporting technical services.

Skills

• Strong organizational and analytical abilities.
• Customer service excellence with effective interpersonal and negotiation skills.
• Familiarity with technology, system applications, and database tools.
• Knowledge of swimming pool products and their application is a plus.

Abilities

• Seamlessly transition between customer service, troubleshooting, and project execution.
• Manage multiple priorities with a focus on deadlines and quality outcomes.
• Analyze data and provide actionable insights.

Education & Experience

• High school diploma required; Bachelor’s degree preferred.
• 1+ year of experience in the pool industry, warranty claims, or customer support roles is ideal.

Why Hayward?
At Hayward, we live by our values: Care, Respect, Lead, and Grow. We value diversity and inclusivity, and we are committed to creating a workplace where everyone can thrive. Join us in inspiring happiness and well-being through safe, smart, and sustainable solutions.

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