OVERVIEW

Our client is looking for a Technical Support Rep as a key point of contact for authorized spa dealers and technicians requiring advanced support beyond their in-house capabilities. This role provides expert troubleshooting, technical guidance, and product knowledge to resolve complex service issues. Additionally, the position supports the processing and administration of warranty claims related to spa products, ensuring accurate documentation and timely resolutions
Essential Functions:
· Provide advanced technical support via phone, email, and internal ticketing systems to authorized dealers and field technicians.
· Troubleshoot and resolve complex mechanical, electrical, and plumbing issues related to spa and hot tub products.
· Guide dealers through proper diagnostic procedures, part identification, and repair processes.
· Document all interactions and service solutions accurately in the CRM or support system.
· Review, process, and validate warranty claims in accordance with company policy and product coverage guidelines.
· Collaborate with Engineering, Quality, and Production teams to escalate and resolve recurring technical issues or product defects.
· Maintain up-to-date product knowledge on current and legacy models, parts, and system components.
· Contribute to the development and upkeep of technical documentation, service bulletins, and training materials.
· Support initiatives to improve customer satisfaction and reduce warranty-related expenses.
· Participate in training sessions, product launches, and team meetings as required.

SKILLS & ABILITIES

Education: High school diploma or equivalent required; technical certification or associate degree in electronics, mechanics, or a related field preferred.
Experience: 2+ years of technical support or field service experience, preferably in spa, hot tub, HVAC, or pool equipment industries. Strong understanding of electrical and mechanical systems, diagnostic tools, and technical schematics.
Computer Skills: Proficient in Microsoft Office and experience with CRM or ERP systems (e.g., NetSuite, Salesforce, Sage).
Certificates & Licenses: N/A
Customer-focused with the ability to manage difficult conversations professionally and empathetically.
Excellent verbal and written communication skills.
High attention to detail and organizational skills.
Ability to multitask, prioritize, and remain organized in a fast-paced environment.

Please refer the Job description for details