Job Description
POSITION SUMMARY
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The Technical Support Specialist provides advanced technical support to authorized dealers, service technicians, and internal teams for the diagnosis, repair, and maintenance of company spa and hot tub products. This role serves as a technical expert by troubleshooting complex product issues, administering warranty claims, developing technical documentation, and partnering with cross-functional teams to improve product quality, customer satisfaction, and operational efficiency.
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ESSENTIAL FUNCTIONS
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Reasonable Accommodations Statement
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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
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Essential Functions:
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Technical Support & Customer Service
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- Provide advanced technical support to dealers, service technicians, and internal personnel via phone, email, and electronic ticketing systems.
- Diagnose and resolve complex mechanical, electrical, plumbing, hydraulic, and electronic control system issues.
- Guide customers through troubleshooting procedures, repair processes, installation best practices, and replacement part identification.
- Deliver professional, timely, and accurate technical support while maintaining exceptional customer service.
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Warranty Administration & Documentation
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- Review, validate, and process warranty claims in accordance with company policies and product warranty guidelines.
- Document customer interactions, troubleshooting activities, warranty determinations, and service resolutions within the CRM and technical support systems.
- Monitor warranty trends and recurring field issues to identify opportunities for continuous improvement and cost reduction.
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Cross-Functional Collaboration
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- Partner with Engineering, Quality, Manufacturing, Product Development, and Supply Chain to investigate product issues and implement corrective actions.
- Support new product launches through technical readiness, product testing, dealer support, and documentation development.
- Communicate recurring technical concerns and customer feedback to appropriate stakeholders.
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Product Knowledge & Continuous Improvement
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- Maintain expert knowledge of current and legacy products, components, accessories, operating systems, and technical specifications.
- Develop and maintain technical documentation, service bulletins, troubleshooting guides, and knowledge base articles.
- Participate in technical training, product education, team meetings, and continuous improvement initiatives to enhance service quality and operational performance.
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SKILLS & ABILITIES
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Education: Associate degree in Mechanical Engineering Technology, Electrical Technology, Industrial Technology, or a related technical field preferred. Equivalent combination of education, technical training, and relevant experience may be considered.
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Experience: 3-5 years of technical support, field service, warranty administration, manufacturing, or related technical experience. Experience troubleshooting mechanical, electrical, plumbing, or electronic products. Manufacturing or consumer durable goods experience preferred. Experience supporting dealer or distributor networks is a plus.
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Computer Skills: Experience in Microsoft Office and CRM/customer support software required.
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Other:
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- Strong mechanical and electrical troubleshooting skills.
- Ability to read wiring diagrams, schematics, technical drawings, and service manuals.
- Knowledge of pumps, motors, heaters, controls, plumbing systems, and electronic components.
- Excellent analytical, diagnostic, and problem-solving abilities.
- Strong verbal and written communication skills.
- Excellent customer service and interpersonal skills.
- Ability to prioritize multiple cases while maintaining accuracy and responsiveness.
- Ability to work independently while collaborating effectively with cross-functional teams.
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