Artesian Spas ยท 3 weeks ago
Sr. Technical Support Specialist - Hot Tub & Pool Industry
United States
Full-time
Remote
Senior Level
5+ years expArtesian Spas is a company in the pool and spa industry, seeking a Senior Technical Support Specialist. This role provides advanced technical assistance and serves as a subject-matter expert in troubleshooting, diagnostics, and product performance, focusing on exceptional customer support.
Consumer GoodsManufacturingRetail
Hiring Manager
Anneatha Donaldson, PHR, SHRM-CP
Responsibilities
Provide expert-level phone, email, and ticket-based technical support to pool/spa dealers, technicians, and end users
Diagnose complex electrical, hydraulic, mechanical, and water-quality issues related to spas, hot tubs, and pool systems
Guide callers through step-by-step troubleshooting and repairs, ensuring safety and accuracy
Escalate systemic issues to Engineering, Product Development, or Quality teams as appropriate
Serve as the primary point of contact for advanced or high-priority escalations from dealers, technicians, Customer Care representatives, and internal teams
Assess urgency, customer impact, and technical complexity to determine the appropriate escalation path
Take ownership of escalated cases through full resolution, ensuring timely communication, accurate documentation, and strong follow-through
Coordinate cross-functionally with Engineering, Product Development, Quality, and Warranty teams to resolve recurring or systemic issues
Provide coaching, guidance, and decision support to Technical Support Representatives on how to prevent unnecessary escalations and improve first-call resolution
Identify trends or repeat escalations and communicate findings to leadership to drive process, product, or training improvements
Maintain in-depth knowledge of all spa and swim spa equipment, including control systems, pumps, heaters, filtration, lighting, and aftermarket accessories
Assist with developing and updating technical manuals, troubleshooting guides, and knowledge base content
Support new product launches by reviewing technical documentation and identifying potential field support needs
Build strong relationships with dealers and service partners by providing timely, reliable, and professional support
Conduct remote training sessions or in-person technical demonstrations, as needed
Provide feedback to internal teams on recurring field issues, warranty trends, and product improvement opportunities
Review and process warranty claims, ensuring accuracy and adherence to company policies
Assist with root-cause analysis on returned product and document findings for Engineering and Quality teams
Track and report technical issues, themes, and resolution times to support continuous improvement
Partner with Engineering, Product Development, and Manufacturing to identify, document, and resolve product issues
Provide insights on product design, usability, and serviceability based on real-world customer feedback
Participate in continuous improvement initiatives to enhance product reliability and service processes
Qualification
Required
At least 5 years of hands-on experience in the pool and spa industry
Strong analytical skills
Strong communication skills
Strong customer service skills
High school diploma or equivalent required
5+ 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
Familiarity with common brands and components used in the industry (Balboa, Gecko, Waterway, etc.)
Proficient in Microsoft Office
Experience with CRM, ticketing systems, and technical support tools or ERP systems (e.g., NetSuite, Salesforce, Sage)
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
Preferred
Technical certification or associate degree in electronics, mechanics, or a related field
Company
Artesian Spas
Artesian Spas provide the best quality hot tubs and spas, the most features, and the greatest range of products.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-01-25Acquired
Company data provided by crunchbase