Technical Service Manager

About the job

Hayward Holdings Inc. (NYSE "HAYW") is one of the leading manufacturers 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, Georgia, as well as Canada, Spain, France, Australia, and China.

Position Summary
The Technical Service Manager, ChlorKing provides market-level technical leadership and customer support for ChlorKing commercial pool products and systems. The role partners with Commercial Sales Managers and other internal teams to develop market-specific aftermarket support strategies, build and maintain a qualified service-provider network, deliver technical training, resolve escalated service issues, and provide field-based product feedback. The position serves as a trusted local resource for customers, service providers, and internal business partners, with particular emphasis on large Class A commercial pool applications.

Responsibilities

• Market Strategy and Sales Partnership
• Collaborate with Commercial Sales Managers to develop and implement local, market-specific strategies that support ChlorKing sales growth, customer retention, and aftermarket service needs.
• Participate in regular business reviews to monitor progress, identify service or market gaps, and adjust plans as needed.
• Develop targeted approaches for service-provider recruitment, product and customer training, customer visits, and support for high-priority accounts.
• Travel with sales partners to meet with existing and prospective customers and strengthen commercial relationships.
• Participate in trade shows, customer events, and other market-facing activities.

• Service Network Development and Management
• Assess market coverage and capability gaps, recruit qualified service providers, and maintain an effective local service network.
• Train service providers on ChlorKing products, systems, installation requirements, troubleshooting, repair, water chemistry, and safe work practices.
• Serve as a technical resource for service providers and resolve escalations related to service quality, responsiveness, or performance.
• Maintain productive relationships with builders, retailers, dealers, servicers, aquatic facility operators, and other commercial pool customers.

• Technical Support and Customer Escalation
• Diagnose and resolve complex equipment, controls, electrical, plumbing, hydraulics, filtration, and water-chemistry issues in large commercial pool environments.
• Perform or support product inspections, installations, commissioning, troubleshooting, and repairs, often without on-site assistance.
• Serve as an escalation point for customers who require additional support beyond the service-provider network or other Technical Services resources.
• Resolve gray-area customer service issues in alignment with Sales and Technical Services leadership.
• Personally demonstrate proper equipment installation, operation, troubleshooting, maintenance, and repair techniques.

• Training, Product Feedback, and Corporate Support
• Plan and facilitate technical training for service providers, customers, and internal teams in one-on-one, classroom, and field settings.
• Support product testing and field validation activities as requested.
• Collect and communicate actionable feedback regarding product performance, reliability, market needs, competitive conditions, and innovation opportunities.
• Represent Technical Services as a professional local corporate presence through site visits, training events, trade shows, and proactive relationship management.
• Maintain accurate service, customer, training, and field-activity records using company reporting and business systems.
• Perform other duties as assigned.

• Required Qualifications
• High school diploma or equivalent required; bachelor’s degree in business, engineering, technical services, or a related field preferred.
• At least 5 years of experience supporting Class A large commercial pools, including direct, hands-on work with commercial pool equipment and systems.
• Demonstrated experience supporting internal and external customers in a field service, technical service, or field-management capacity.
• Ability to plumb pipe larger than 6 inches and safely use common installation, diagnostic, and repair tools.
• Ability to travel frequently, including overnight, domestic, and international travel, up to approximately 50% depending on business and market needs.
• Valid driver’s license and ability to meet company driving requirements.

• Technical Knowledge and Skills
• Advanced understanding of hydraulics in large commercial aquatic facilities.
• Hands-on experience with ORP, PPM, and pH controllers and related chemical-feed and control systems.
• Strong knowledge of commercial pool water chemistry, circulation, sanitization, and complete filtration systems.
• Working knowledge of 120-volt and 240-volt electrical power and the safe use of electrical diagnostic equipment.
• In-depth knowledge of swimming pool products, applications, installation, use, care, troubleshooting, and repair.
• Proficiency with spreadsheets, databases, reporting tools, and other business technology.
• Strong customer service, communication, training, problem-solving, negotiation, project-management, collaboration, and consensus-building skills.
• Ability to analyze field information, identify root causes, prioritize competing needs, and drive issues to resolution.

• Physical Demands
• The physical demands described below are representative of those required to perform the essential functions of the role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
• Frequently stand, walk, squat, kneel, bend, reach, stretch, and grip with both hands for extended periods.
• Work in and around active commercial pool equipment rooms and customer job sites.
• Use voltage meters, wrenches, nut drivers, screwdrivers, pliers, pipe wrenches, pipe cutters, chisels, hammers, and comparable tools.
• Lift, carry, position, or move items weighing more than 75 pounds, with assistance or lifting equipment when appropriate.
• Personally demonstrate equipment installation, troubleshooting, maintenance, and repair procedures.

Work Environment
The work environment includes office, vehicle, tradeshow, training, mechanical-equipment-room, and customer job-site settings. The employee may be exposed to heat, cold, humidity, noise, wet conditions, chemicals used in aquatic facilities, electrical equipment, and active construction or repair environments. Appropriate personal protective equipment and established safety practices must be used.

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