Job Description

POSITION SUMMARY

The Senior Technical Support Specialist provides advanced technical assistance to dealers, service technicians, distributors, and end users within the pool and spa industry. This role serves as a subject-matter expert in troubleshooting, diagnostics, and product performance, with an emphasis on delivering exceptional customer support and driving field-level product knowledge. The ideal candidate has at least 5 years of hands-on experience in the pool and spa industry and brings strong analytical, communication, and customer service skills.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

Technical Support & Troubleshooting

• Provide expert-level phone, email, and ticket-based technical support to dealers, technicians, and end users.
• Diagnose complex electrical, hydraulic, mechanical, and water-quality issues related to spas, hot tubs, and pool systems.
• Guide callers through step-by-step troubleshooting and repairs, ensuring safety and accuracy.
• Escalate systemic issues to Engineering, Product Development, or Quality teams as appropriate.

Escalation Management

• Serve as the primary point of contact for advanced or high-priority escalations from dealers, technicians, Customer Care representatives, and internal teams.
• Assess urgency, customer impact, and technical complexity to determine the appropriate escalation path.
• Take ownership of escalated cases through full resolution, ensuring timely communication, accurate documentation, and strong follow-through.
• Coordinate cross-functionally with Engineering, Product Development, Quality, and Warranty teams to resolve recurring or systemic issues.
• Provide coaching, guidance, and decision support to Technical Support Representatives on how to prevent unnecessary escalations and improve first-call resolution.
• Identify trends or repeat escalations and communicate findings to leadership to drive process, product, or training improvements.

Product Knowledge & Documentation

• Maintain in-depth knowledge of all spa and swim spa equipment, including control systems, pumps, heaters, filtration, lighting, and aftermarket accessories.
• Assist with developing and updating technical manuals, troubleshooting guides, and knowledge base content.
• Support new product launches by reviewing technical documentation and identifying potential field support needs.

Dealer & Technician Support

• Build strong relationships with dealers and service partners by providing timely, reliable, and professional support.
• Conduct remote training sessions or in-person technical demonstrations, as needed.
• Provide feedback to internal teams on recurring field issues, warranty trends, and product improvement opportunities.

Warranty & Service Administration

• Review and process warranty claims, ensuring accuracy and adherence to company policies.
• Assist with root-cause analysis on returned product and document findings for Engineering and Quality teams.
• Track and report technical issues, themes, and resolution times to support continuous improvement.

Cross-Functional Collaboration

• Partner with Engineering, Product Development, and Manufacturing to identify, document, and resolve product issues.
• Provide insights on product design, usability, and serviceability based on real-world customer feedback.
• Participate in continuous improvement initiatives to enhance product reliability and service processes.

POSITION QUALIFICATIONS

Competencies:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

SKILLS & ABILITIES

Education: High school diploma or equivalent required; technical certification or associate degree in electronics, mechanics, or a related field preferred.

Experience: 5+ years of technical support or field service experience, preferably in spa, hot tub, HVAC, or pool equipment industries. Strong understanding of electrical and mechanical systems, diagnostic tools, and technical schematics. Familiarity with common brands and components used in the industry (Balboa, Gecko, Waterway, etc.).

Computer Skills: Proficient in Microsoft Office and experience with CRM, ticketing systems, and technical support tools or ERP systems (e.g., NetSuite, Salesforce, Sage).

Other Requirements: Customer-focused with the ability to manage difficult conversations professionally and empathetically. Excellent verbal and written communication skills. High attention to detail and organizational skills. Ability to multitask, prioritize, and remain organized in a fast-paced environment.

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