Inside Sales & Technical Support Specialist
About The Position
To manage assigned customer service cases through to full resolution as well as provide technical support to HydroWorx customers 8:00 AM – 5:00 PM Monday – Friday that includes (1) hour for lunch for a maximum total 8 hour working day. This position requires extensive product knowledge as well as best practices for field-based scopes of work. The position also requires extensive teamwork with other departments including but not limited to Supply Chain, Finance, Production as a subject matter expert on all HydroWorx equipment maintenance issues.
Requirements
- High School Diploma or equivalent
- 5-10 years of work experience in a similar role related to the technical service industry
- Ability to problem solve and troubleshoot HydroWorx pools, parts and components.
- Strong computer skills and ability to quickly learn Salesforce & Business Central
- Excellent organizational skills
- Excellent interpersonal and customer service phone and email skills
- Great attention to detail
Responsibilities
- Service Intake & Case Qualification
- Own and manage all incoming service (tech support) cases
- Ensure completeness and accuracy of all cases, including: Account & Asset assignment Warranty and service contract verification Case reason and issue categorization Customer contact validation
- Communicate with customers to gather missing information and clearly define issues
- Triage and route cases to appropriate internal team members
- Standardize and improve the intake process to increase team efficiency
- Data Integrity & System Alignment
- Maintain and improve accuracy of: Accounts, Assets, Contacts Warranty, Install, Start-up, and Service Contract data
- Align and validate data between Business Central and Salesforce
- Collaborate cross-functionally with: Install/PM, Finance, Engineering, Production, and Salesforce consultants
- Ensure system structure supports: Case management Failure tracking Reporting and analytics
- Work Instructions & Knowledge Base
- Document common service issues, including Symptoms Root causes Resolution steps
- Collaborate with Service and Quality teams to standardize troubleshooting
- Develop and maintain an internal knowledge base for technicians and support staff
- Quality Engineering Collaboration
- Partner with Quality Engineering to: Standardize case reasons and issue categories Improve failure classification consistency Accurately categorize cases to support root cause analysis
- Identify and report: Recurring issues Misclassified cases Failure trends
- Support development of structured, asset-based failure tracking
- Showroom & Pool Maintenance
- Manage daily water chemistry for showroom pools: Monitor, log, and adjust chemical levels
- Perform routine filter maintenance
- Support Gold Service on Monday’s (with training)
- Develop hands-on understanding of pool systems and equipment
- Assist with active case management alongside the service team
- Provide input to improve Salesforce workflows and processes
- Continue data cleanup and system optimization
- Expand knowledge base and work instruction documentation
- Contribute to cross-department process improvements
- Transition into full internal service team role with case ownership
- Develop and maintain reporting and analytics, including: Case volume and trends Routing efficiency Inventory usage
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1-10 employees
