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 role can be located in Oakville, Canada.
This position is responsible for managing the customer experience by providing product support to dealers/distributors and consumers on all Hayward products. Having the ability to troubleshoot technical product issues is necessary to succeed in this role.
Responsibilities Provide technical assistance on all product lines to support dealers, consumers and service providersEvaluate and fulfill warranty requests in compliance with warranty protocolsRespond promptly to incoming phone, email and fax inquiriesCreate and maintain service incident records in our technical service databaseProduct troubleshootingEnter replacement part orders for warranty calls into service case systemContinuously grow technical knowledge on all product lines, both through formal training and individual studyParticipate in industry trade shows and training seminars as requiredAssist with training, projects or administrative duties in off-seasonOther duties as assigned. Qualifications A minimum of 3-5 years’ experience in a Customer Service roleMust be Bilingual (French & English)Previous experience in a technical role, preferably in the pool industryTechnical aptitude and willingness to learnCapable of handling difficult situations & customersAbility to prioritize and utilize good judgment in problem solvingProficiency in MS Office programs#LI-NW1
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