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Technical Services RepresentativePosition Overview The Technical Services Representative is responsible for providing technical support and customer service to customers, dealers, and service partners within the tub manufacturing industry. This position serves as a key point of contact for troubleshooting product-related questions, coordinating service requests, processing parts and service orders, and ensuring customers receive timely and professional support. The ideal candidate is technically minded, customer-focused, organized, and comfortable managing multiple service-related requests in a fast-paced environment. This role requires strong communication skills, attention to detail, problem-solving abilities, and the ability to work collaboratively with customers, dealers, technicians, and internal teams. Key Responsibilities Answer incoming phone calls and assist customers and dealers with technical questions, product concerns, and service-related issues. Troubleshoot product and equipment issues over the phone and through the company's service ticketing system. Create, update, track, and manage customer service and technical support tickets. Diagnose customer concerns and determine the appropriate troubleshooting or service steps. Coordinate service requests with technicians, dealers, and internal departments. Create and process service orders, parts orders, and related documentation. Assist customers and service partners with product operation, maintenance, and troubleshooting questions. Communicate clearly and professionally with customers, dealers, service technicians, and internal team members. Maintain accurate customer records, service notes, photos, documentation, and product service history. Follow up on open service requests to ensure issues are properly addressed and resolved. Escalate complex technical issues, warranty concerns, or customer complaints to the appropriate supervisor or department. Work closely with other Technical Services and Customer Service team members to provide consistent and efficient support. Help identify recurring product or service issues and communicate trends to appropriate internal teams. Provide professional, patient, and solutions-focused support, including when working with frustrated or difficult customers. Maintain a strong understanding of company products, components, systems, and troubleshooting procedures. Perform other duties and responsibilities as assigned. Skills & Qualifications Previous experience in technical customer service, technical support, field service, manufacturing, or a related environment preferred. Strong customer service and telephone communication skills. Basic to intermediate mechanical, electrical, plumbing, or product troubleshooting knowledge preferred. Experience working with products or equipment that require troubleshooting and technical support is a plus. Comfortable using computers, email, CRM systems, ticketing platforms, and other business software. Strong organizational skills with the ability to manage multiple customer issues and priorities simultaneously. Excellent attention to detail when entering orders, service information, customer notes, and product history. Strong written and verbal communication skills. Ability to explain technical information clearly to customers who may have limited technical knowledge. Strong problem-solving and critical-thinking skills. Ability to remain calm, patient, and professional in challenging customer situations. Ability to work effectively as part of a team and collaborate across departments. Willingness and ability to learn the company's products, systems, components, and troubleshooting procedures. Professional attitude, dependable work ethic, and commitment to providing excellent customer service. Preferred Experience Experience supporting manufactured products, spas, hot tubs, pools, appliances, plumbing products, HVAC, electrical products, or other technical equipment . Experience working directly with dealers, distributors, technicians, or service providers. Experience with warranty claims, parts ordering, or service coordination. Familiarity with service ticketing or CRM platforms. Work Environment This position works closely with customers, dealers, service technicians, and internal teams in a manufacturing and customer-service environment. The role requires regular communication by phone and email and the ability to manage multiple service issues while maintaining accuracy and professionalism. What We're Looking For We are looking for someone who enjoys solving problems, helping customers, and learning how products work . The successful candidate will be someone who can take a customer issue, understand the problem, communicate the solution clearly, and follow the issue through to resolution.

Pay:

From $20.00 per hour Expected hours: 40.0 per week

Work Location:

In person