Water Machine Service Lead

Water Machine Service Lead

Company:
Ultra Lux Health

Location:

American Fork, UT — on-site

Schedule:

Full-time, Monday–Friday, 9:00 AM – 5:00 PM Department:
Operations / Product Support

Reports to:

Operations Manager Compensation: $19.00 per hour to start, with room for growth as the role develops

Ultra Lux Health sells premium health and wellness technology — hydrogen water systems, red light therapy, PEMF, hyperbaric, EMF protection, and air and surface purification. Our customers invest real money in their health, and they expect the equipment behind it to work. That standard is what this role protects.

We're hiring a Water Machine Service Lead to own the hands‑on repair and refurbishment of our Ultra Lux Water systems and to become the technical authority on those machines across the company. This is a working technical role, not a desk job: you'll be diagnosing and repairing units at the bench, and over time you'll be the person Customer Service, Operations, and our manufacturers come to when a water machine question needs a real answer.

You don't need prior experience with hydrogen water systems — we'll train you on our equipment. What we can't train is mechanical instinct and the ability to explain a technical problem.

You'll have visible influence here. Water machine returns, warranty claims, and repair turnaround directly affect our margins and our customer experience, and the person in this seat is expected to bring problems and solutions to leadership — not just clear a queue.

• Diagnose, disassemble, repair, and reassemble returned and defective hydrogen water machines
• Test and validate repaired units against performance standards before they're cleared for resale or return to the customer
• Grade incoming units (repairable, refurbishable, parts-only, scrap) and document findings on each unit
• Identify and confirm dead‑on‑arrival and warranty‑eligible units so refund, warranty, and final‑sale decisions are made on accurate technical information
• Maintain the repair bench, tools, testing equipment, and parts inventory; flag parts shortages before they slow turnaround

• Track failure data by model, component, lot, and failure type, and report trends to upper management
• Recommend and help implement changes to repair workflow, refurbishment standards, packaging, warranty terms, and parts stocking based on what you're actually seeing on the bench
• Partner with Operations, Customer Service, and Finance to reduce return rates, repair turnaround time, and warranty cost per unit

• Serve as the technical point of contact with our manufacturers on defect patterns, design and build‑quality issues, firmware or component changes, parts orders, and warranty claims
• Document and elevate recurring manufacturing defects with the evidence needed to support a claim or a design change

• Support escalated water machine cases that Customer Service can't resolve — video walkthroughs, and clear explanations for customers who need more than a written article
• Provide the technical determination on escalated cases (repairable, defective, DOA, out‑of‑warranty) and recommend a resolution
• Build and maintain troubleshooting guides, video content, and internal training material so the CS team can resolve more cases without escalation
• Train new and existing water repair techs on water machine basics, common failure points, repairs, processes

• 1+ year of hands‑on repair or service experience, or clearly mechanically inclined with demonstrated hands‑on repair work you can walk us through in detail — trade school, side work, or personal projects…