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District Technical Service Manager

7 months ago

Nashville, United States Hayward Full time

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 ­Tennessee.

The District Technical Service Manager (DTM) provides field-based technical support for all Hayward pool products and dealers. This includes: 

Collaborate with District Sales Managers (DSMs) 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 (a) product testing, and (b) product feedback (performance, market needs, innovation ideas, etc.).

Responsibilities

DTM collaborates with DSMs to develop market-specific strategies to drive sales, then implements plans to support them.

Strategies/plans could be driven by the need to increase sales for specific products or customer segments or to improve elements of the overall ‘Hayward package’ (service network, aftermarket support, training, product reliability, etc.). DTM and DSMs hold regular ‘business review’ meetings to monitor progress, identify gaps & needs, and modify strategy.

Components of the strategy/plan could include:

Targeted servicer recruiting by market, product, or customer type. Targeted training for specific markets, products, or audiences. Targeted customer visits to attract new customers or solidify the relationship with existing customers. Maintenance of a ‘valued customer’ list that identifies customers who require extra sensitivity.

Local Management & Resource

DTM builds, trains, manages, and maintains a network of service providers who repair Hayward products. This includes but is not limited to:

Evaluate network gaps/needs and recruit servicers for the network. Train servicers to support Hayward products (one-on-one or in groups). Serve as a servicer resource for technical questions and other support needs. Resolves escalations related to servicer performance.

DTM collaborates with DSMs to support trade customers (builders, retailers, dealers, and servicers). This includes but is not limited to:

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.

DTM serves as a local ‘corporate’ presence for Tech Services, as follows:

Proactive relationship management with customers via site visits, feedback solicitation, training events, trade shows, etc. Resolve ‘gray area’ customer service issues, either by phone or in person. When appropriate, collaborate with DSM to ensure alignment. Serve as an escalation point for local customers who aren’t satisfied with the support provided by their servicer or other Tech Service staff. Perform customer site visits to provide repairs/education as needed.

This position requires frequent travel throughout the Gulf Coast Region with the potential for overnight stays. The successful candidate must currently reside in a centrally located within commuting driving distance of this area. 

Other duties/projects may be assigned.

Qualifications

Capabilities/Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE

Required high-school diploma. Preferred 4-year degree or equivalent experience in the pool industry, preferably in a field-management role Required 5+ years of technical experience in the pool industry, preferably in a field-management role, working directly with products and supporting internal and external customers.

Skills: 

In-depth knowledge of swimming pool products, their application, use & care, and repair is required. Working knowledge of technology and system applications, including spreadsheets, databases, reporting, and business tools.  MS Excel and PowerPoint experience is required. Strong presentation skills to conduct training sessions for large groups (20-50 participants). 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.

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