Regional Technical Support Specialist - Southern California

About the role

The Regional Pool Technical Support Specialist plays a crucial role in providing expert over-the-phone support for pool equipment and systems to top pool professionals in Southern California. This position focuses on delivering excellent customer service, resolving technical issues efficiently, and ensuring product performance in the field.

Responsibilities

• Provide phone-based technical support for pool products to high priority customers, including troubleshooting pumps, heaters, filters, and automation systems.
• Guide customers through problem diagnosis and resolution, ensuring clear communication and technical understanding.
• Assess when on-site support is required and coordinate with field technicians to resolve more complex issues.
• Maintain detailed call logs and service records, tracking issues to ensure timely resolutions.
• Aid customers with product usage questions and provide expert advice on equipment maintenance, installation, and performance.
• Collaborate with sales, engineering, product management, and field support to enhance overall customer satisfaction.

Requirements

• Experience in technical support, preferably in pool systems or related fields (HVAC, plumbing, electrical systems).
• Strong problem-solving skills with the ability to troubleshoot and resolve technical issues over the phone.
• Excellent verbal communication and customer service skills.
• Ability to assess complex situations and determine the appropriate next steps.
• Proficiency in reading and understanding technical manuals and schematics.
• High level of attention to detail and organizational skills.
• Bilingual (English/Spanish) highly desired.

Qualifications

• Shift/Hours: 7:30am – 4:30pm, Monday – Friday, plus overtime when needed (Must be flexible).
• Holiday: Paid holidays.
• Vacation: Paid vacation.
• Sick Time: Paid sick time.

Benefits

• Paid holidays.
• Paid vacation.
• Paid sick time.
• Medical, Dental, and Vision Insurance.
• 401(k) with up to 5% contribution and a 401K match starting day one of employment.
• Health savings account.
• Life insurance.
• Paid time off.
• Parental leave.
• Caregiver leave.
• Prescription drug insurance.
• Tuition reimbursement.

Pay

The hourly pay range for this role is: $28.00 – $33.00/hour, DOE. Opportunity for a rate increase after proficiency in certain skills and fulfilling training requirements.

Schedule

This position is currently remote; however, for training purposes, occasional visits to the office may be required. Hours may vary in the summer.