Technical & Warranty Support Rep II

Technical & Warranty Support Rep II

Location:

Salt Lake City, UT

In this position you will provide troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with our warranty and service guidelines. You will complete Tier 2 level product training and support pool owner customers with technical product inquiries. You will document all customer service interactions and process orders for replacement parts as necessary.

Additionally, you will:

• Provide support to pool owner customers for inquiries surrounding troubleshooting, installation, warranty processes and other programs.
• Evaluate each non‑warranty related accommodation thoroughly, and when necessary, send accommodations to customers, as well as track the dollars used in your individual discretionary non‑warranty bucket to ensure the allowance is not exceeded.
• Review and authorize warranty service work to be performed by independent service companies.
• Attend technical training classes to maintain current knowledge of troubleshooting products.
• Work with other team members to help achieve overall department goals and tasks.

• Have 2 years’ experience delivering customer service with a positive attitude and cheerful disposition.
• Ability to type 50 WPM.
• Able to work in a fast‑paced environment and multitask.
• Take direction well, follow instructions carefully, and be comfortable using common sense and personal judgment to determine the validity of a warranty claim.
• At least 6 months of hands‑on troubleshooting and/or repair experience desired.
• Strong written and verbal communication skills.
• Possess a technical aptitude with an electrical or mechanical background.
• Proficiency with MS Office tools.
• Experience with Oracle EBS a plus.
• Pool and Spa Industry experience a plus.
• Call center experience a plus.

High school education or equivalent.

• Full range of health benefits including medical, dental & vision, short & long‑term disability.
• 11 company holidays.
• 2 weeks of paid vacation.
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%).
• Health and wellness programs / gym reimbursement.
• Educational assistance up to $7,000 per year.
• Company‑sponsored FUN events!
• Generous product discounts.

Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry’s most recognized and trusted brands:
Polaris®, Jandy®, CMP®, S.R. Smith®, and Zodiac®.

We also sell products under the Cover‑Pools®, iAquaLink®, Grand Effects®, Del®, and Nature®² names. With these combined resources we accelerate innovation in critical areas like energy‑efficiency, robotics and the Internet of Things.

Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do: passion for success, honesty & trust, customer collaboration, teamwork and inclusion, learn and adapt, excellence and innovation.

Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization.

Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.