Technical Support Representative

Overview:

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 Atlanta, GA.

The Technical Support Representative provides expert assistance to customers, service partners, and distributors by diagnosing and resolving issues related to Chlorking and Sentry equipment installation, operation, and performance. This role requires strong technical aptitude, analytical thinking, and excellent communication skills to deliver efficient, high-quality support.

Responsibilities:

Customer Support

• Respond promptly to customer inquiries via phone, email, or remote support tools.
• Assist with troubleshooting installation, operational, and configuration issues.
• Guide customers through troubleshooting and problem-solving steps and explain technical concepts clearly.

Technical Diagnosis & Resolution

• Identify root causes of issues using systematic questioning, analysis, and by guiding the customer through testing.
• Provide solutions or escalate as necessary.
• Document all troubleshooting results, resolutions, and customer interactions accurately.

Product & Systems Knowledge

• Maintain working knowledge of our product lines, components, and system functions including plumbing, hydraulics, electrical systems, and interfaces.
• Stay current on product updates, technical bulletins, and new technologies.

Collaboration

• Communicate regularly with engineering, sales, and field service to share insights, escalate concerns, and close the feedback loop on product issues.
• Contribute to internal knowledge bases and technical documentation for recurring issues.

Field Service (Occasional/Negotiable – up to 10%)

• Assist in field visits to support product installation, diagnosis, or repair as required.
• Travel to installed sites for additional training and support when necessary.

Qualifications:

Required:

Either: 3–5 years of experience in a technical support, maintenance, quality testing, or field service role- OR:

• - a demonstrated aptitude in electrical, mechanical, plumbing, and related systems with a willingness to learn commercial pool technology
• Understanding of electrical, mechanical, plumbing, or electronic systems
• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical customers
• Strong analytical and problem-solving abilities
• Experience with Microsoft Office and related computer-based tools
• Ability to manage multiple support cases simultaneously and meet deadlines in a team environment

What would make you a stand-out candidate:

• Certified Pool Operator (CPO) certification
• Hands-on experience working with ChlorKing or Sentry equipment installed in commercial pool pump rooms
• Prior field experience servicing, installing, or troubleshooting water treatment or pool system controls
• Familiarity with hydraulics, system diagnostics, and remote monitoring tools
• Any experience providing technical training