Zone Manager Technical Service

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. 

The Zone Technical Service Manager (ZTM) plays a key leadership role by managing a team of District Technical Service Managers (DTMs) and driving sales growth through exceptional aftermarket support. The ZTM fosters a customer-centric culture, strengthens internal and external partnerships, and collaborates closely with Zone Sales Managers to develop localized market strategies. Additionally, the role includes identifying process improvements, supporting product development through real-time feedback, maintaining a well-trained service network, managing technical service escalations, and providing direct, local leadership for the DTM team.

This role is remote + travel based in Virginia or Maryland area.

Customer-Focused Culture

The ZTM demonstrates through words and actions that the Tech Service field organization is driven to provide a best-in-class customer experience.

This includes a focus on the following for DTMs:

· Consistent collaboration and partnership with the Sales team.

· Timely responsiveness to customer requests.

· Proactive customer contact to build relationships and address needs.

Local Strategies

The ZTM collaborates with Sales Zone Managers to develop market-specific strategies to drive sales, then works with DTMs to implement local plans to support them.

This includes a focus on the following for DTMs:

· Build and manage a service network that provides strong geographical and product coverage.

· Provide customers with the training needed to install, program, troubleshoot, and repair all product types.

· Consistent communication and collaboration with the local Sales team to ensure a shared vision for how to succeed in the market.

Process/Policy Refinement & Product Feedback

The ZTM collaborates with DTMs and the TSFD to provide feedback that improves field-based processes and policies, with a focus on finding a balance that keeps things ‘simple’ for customers while still meeting the needs of Hayward.

The ZTM, in collaboration with the TSFD and with active input from the DTMs, ensures a regular, open line of communication to Product Quality/Engineering teams regarding product feedback. This includes identification of:

· Emerging product issues.

· Best practices regarding product troubleshooting/repairs.

· Tribal Knowledge’ solutions that need to be documented in Owner’s Manuals and other resources.

Local Management

The ZTM directs and oversees the activities of DTMs. This includes:

· Communicating the overall strategy and plan.

· Developing objectives that will help DTMs achieve the strategy and plan.

· Holding DTMs accountable for achieving the objectives.

SUPERVISORY RESPONSIBILITIES

The ZTM manages a team of US-based DTMs.

The ZTM is responsible for supervisory duties in accordance with the organization's policies and applicable laws. This includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

This position requires frequent travel (up to 60%).

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: Required high-school diploma. Preferred 4-year degree or equivalent experience, preferably in a business-related field.

Experience: Required 10+ years experience in the pool industry, preferably in a field-management role, working directly with product and supporting internal and external customers.