Aquatic Technical Support Manager
Core
Lead a technical support function delivering fast, accurate assistance for aquatic technology and equipment solutions, managing a team of specialists and technicians.
Role type
Senior IC Aquatic Technical Support Manager
Builds
Customer support processes, knowledge bases, and service delivery for commercial aquatics equipment
Domain
Commercial Aquatics / Pool & Spa Technology
Deliverable
client delivery
Required skills
Aquatic equipment troubleshooting, team leadership, KPI management, knowledge base creation, CRM proficiency, data analysis, technical communication, de-escalation, process improvement
Preferred skills
NetSuite experience, help desk software, remote support tools, project management, Google Workspace/Microsoft Office
Technologies
NetSuite, CRM systems, help desk software, remote support tools, Google Workspace, Microsoft Office
Responsibilities
Lead and develop a customer-focused technical support team; Define and monitor customer support KPIs; Build and maintain a comprehensive technical knowledge base; Partner with Product and Engineering to improve support capabilities; Recruit and retain technical talent; Establish and improve support policies and workflows.
Seniority
Senior, hands-on IC with management responsibilities
