Regional Training Manager

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 is based in our new Irvine, CA, HUB facility, which provides customers in the extended market area with hands-on training, quick-access parts supply, and other types of support.

This position is responsible for driving a market-leading customer experience by managing HUB operations, as follows:

• Develop and execute a plan to provide customers and employees in the extended market area with training to drive proficiency in selling, installing, programming, troubleshooting, and repairing Hayward products.
• Develop and execute a plan to stock, manage, and fulfill a local supply of key parts.
• Develop and execute a local service call dispatch function for key builders/dealers.
• Develop and execute additional programs to support the local Sales and Tech Service teams as required to drive business growth and customer acquisition.
• Manage and direct the activities of the HUB Support Specialists, which report directly to this position.

• Design and execute the training strategy for Hayward customers and employees in the extended market area.
• Collaborate with the local Hayward team to identify training needs.
• Develop a training plan (course offerings, calendar of events, etc.).
• Create training content, materials, and courses (video, digital, and printed).
• Plan and execute training events (classroom, in-field, hands-on, large group, small group, industry events, webinar).
• This includes managing the administrative tasks associated with these events (registration, food, supplies, give away items, etc.).
• As needed, utilize other Hayward staff to assist with training events (coordination, administration, facilitation, etc.).
• Regularly collaborate with Regional Training Managers and HUB Operations Managers in other markets to develop training content and share best practices.

• Stock, manage, and fulfill a local supply of parts needed for repairs.
• Collaborate with the local Hayward team, along with key corporate contacts, to determine the SKUs and quantities to stock in the HUB.
• Regularly review:
• The stocking plan to identify needed changes (increases, reductions, new product adds, etc.).
• In-stock position and replenish as needed.
• Ensure speedy fulfillment of parts ordered through the HUB, via either shipment or local pickup.

• Execute a local service call Dispatch program for key builders/dealers.
• Collaborate with the local Hayward team to identify builders/dealers to participate in the Dispatch program.
• Identify ‘go to’ Hayward Authorized Service Centers to serve as resources for the Dispatch program.
• Ensure speedy response and close-the-loop experience for builders/dealers who utilize the Dispatch program.
• Regularly collaborate with Dispatch program support teams in other markets, as well as Tech Service management, to streamline processes, share best practices, etc.

• Execute additional support functions (including but not limited to):
• Manage the Mobile Technology Vehicle (MTV).
• Manage MTV scheduling for the local market.
• Ensure regular maintenance and upkeep for the MTV (inspections, oil changes, cleaning, registration, etc.).
• Ensure MTV displays the most recent products that are appropriate to the market.
• Collaborate with local Hayward teams to execute a proactive customer outreach program to communicate to customers within the market. Examples could include:
• Make customers aware of upcoming HUB events.
• Make customers aware of upcoming training events.
• Make customers aware of new products and promotions.
• Contact low-volume customers to see how we can best support them.
• Support the local District Technical Manager team by implementing a process to receive and place their orders for warranty and no-charge shipments.
• This job will require some travel within the extended market area (estimated to be 15%-20% of hours worked).

• Required 3+ years of experience in a customer/technical support or training role within the pool industry.
• Preferred 3+ years of experience as a Hayward employee.
• Preferred experience leading large-group training events.
• Strong communication skills, with a customer-focused approach to business.
• Organized, with the ability to plan, prioritize, and work on multiple concurrent tasks.
• Resourceful, with strong attention to detail and good problem-solving skills.
• Strong computer skills, with proficiency in MS Office and other system tools. Experience with CRM (such as Salesforce) and ERP (such as D365) platforms is preferred.