District Technical Service Manager

2 months ago

Eglin Air Force Base, Florida, United States Hayward Full time

About the Role

Hayward, a leading manufacturer of residential and commercial pool equipment, is seeking a highly skilled District Technical Service Manager to provide field-based technical support for its pool products and dealers.

Key Responsibilities

  • Collaborate with District Sales Managers to develop and implement local, market-specific strategies for aftermarket support.
  • Build, train, manage, and maintain a local network of service providers to perform repairs on Hayward products.
  • Serve as the local resource for decision-making, problem-solving, and escalation.
  • Serve as a corporate resource for product testing, feedback, and innovation.

Local Strategies

The District Technical Service Manager will work closely with District Sales Managers to develop market-specific strategies to drive sales and implement plans to support them.

  • Strategies may include targeted servicer recruiting, training, customer visits, and maintenance of a valued customer list.

Local Management & Resource

The District Technical Service Manager will build, train, manage, and maintain a network of service providers who repair Hayward products.

  • Evaluate network gaps and recruit servicers for the network.
  • Train servicers to support Hayward products.
  • Serve as a servicer resource for technical questions and other support needs.
  • Resolve escalations related to servicer performance.

Trade Customer Support

The District Technical Service Manager will collaborate with District Sales Managers to support trade customers, including builders, retailers, dealers, and servicers.

  • Travel with DSMs to meet with existing and potential dealers/distributors.
  • Facilitate training events to educate and engage trade customers.
  • Participate in trade shows and other local sales-focused events.

Corporate Resource

The District Technical Service Manager will serve as a local corporate presence for Tech Services, providing proactive relationship management with customers, resolving gray area customer service issues, and serving as an escalation point for local customers.

  • Perform customer site visits to provide repairs/education as needed.

Requirements

  • High school diploma required; 4-year degree or equivalent experience in the pool industry preferred.
  • 3+ years of technical experience in the pool industry, preferably in a field-management role.

Skills & Abilities

  • In-depth knowledge of swimming pool products, their application, use & care, and repair.
  • Working knowledge of technology and system applications, including spreadsheets, databases, reporting, and business tools.
  • Collaborating with internal and external business partners, working through others to achieve results, teamwork, team building, project management, negotiation, building consensus, problem-solving, innovation, and data analysis.

Physical Demands

This position requires frequent physical activity while conducting job site visits to personally perform product inspections, installations, or repairs, often without assistance.

  • Stand, squat, and kneel for an extended period of time.
  • Reach, stretch, and grip with both hands.
  • Use tools such as voltage meters, wrenches, nut drivers, screwdrivers, pliers, pipe wrenches, pipe cutters, chisels, hammers, etc.
  • Lift items weighing 75+ lbs.
  • Personally demonstrate to customers how to install, troubleshoot, and repair equipment.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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