Technical Service Representative - L2

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 role can be based in Phoenix, AZ; Mocksville, NC; or North Kingstown, RI.

At Hayward, we are committed to delivering exceptional products, outstanding service, and innovative technology that transform the experience of water. As a Tech Service Representative – Tier 2, you play a key role in shaping market perception by providing best-in-class technical support and customer service to trade partners and end users.

What You’ll Do

• Provide Technical Support: Respond to customer emails with expert guidance on installation, troubleshooting, programming, seasonal startup, winterization, and repairs.
• Resolve Escalations: Serve as the go-to expert for technical product escalations, ensuring customer satisfaction while upholding warranty guidelines.
• Engage Digitally: Support customers via email, social media, and other digital channels, delivering timely and professional assistance.
• Balance Service & Warranty: Assess each situation to find the best solution, negotiating resolutions that delight customers while controlling warranty expenses.
• Collaborate & Improve: Work with internal teams and trade partners to identify root causes of escalations and improve processes to enhance the customer experience.

What You Bring

• Education: High school diploma required; a 4-year degree or equivalent experience in a business-related field is preferred.
• Experience: 3+ years in the pool industry, preferably in a customer service or technical support role. Experience creating reports to track measurable results is a plus.
• Skills:
  • Excellent written and verbal communication skills.
  • Strong problem-solving and customer service mindset.
  • Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Salesforce.
  • Typing speed of 60-80 WPM with 95%+ accuracy.
• Abilities: Creative thinker, strong collaborator, and results-driven professional who thrives in a team-oriented environment.

Work Environment

This role is primarily office-based but may require occasional time on the manufacturing floor near moving mechanical parts, where exposure to fumes, dust, water, and airborne particles may occur. Safety glasses required in production areas.

Join Hayward and be part of a company that values Care, Respect, Lead, and Grow—where you can make an impact, collaborate with great people, and help shape the future of water technology.

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