Sr. Technical Support Specialist

Overview

Senior Technical Support Specialist provides advanced technical assistance to dealers, service technicians, distributors, and end users in the pool and spa industry. 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.

• 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.
• 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.

• 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.
• 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.

• 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.

• 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.

• Analytical – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience; 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; 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; reads and interprets 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;…