Department: Customer Service Reports to: Customer Service Manager FLSA Status: Non-Exempt Posted Salary Range: $32.57 To $40.61 Hourly Prepared Date: 06/2009 Revised Date: 06/2017, 6/2023, 2/2024, 08/2025 |
Results Focus / Execution - Responds promptly and professionally to customer technical inquiries.
- Maintains communication with customers and internal teams until concerns are resolved.
- Accurately logs all service cases and actions in call logs and internal databases in real time.
- Participates in after-hours phone support rotation with the service team.
- Supports emergency and after-hours technical issues in coordination with Field Service.
Problem Solving / Decision Making - Troubleshoots electrical, mechanical, and programming-related problems using technical documentation.
- Coordinates with internal cross-functional teams to assist customers in resolving technical concerns.
- Manages and processes incident reports and warranty claims; completes root cause analysis.
- Coordinates and evaluates RMAs returned by customers.
Planning & Organizing - Prioritizes support cases and manages workload to meet response time expectations.
- Maintains and calibrates test equipment to support service quality.
- Supports timely updates and closure of escalated concerns and service cases.
Continuous Improvement - Submits improvement suggestions through the Engineering Change Request (ECR) process.
- Collaborates with the Service Leadership Team on departmental projects and process enhancements.
- Participates in team cross-training and shares insights to improve efficiency and service delivery.
Communication - Maintains clear and professional communication with customers, field technicians, and internal departments.
- Provides consistent documentation to support service activity tracking and reporting.
Collaboration - Works closely with Field Service, Engineering, and Project Management to coordinate support and ensure customer satisfaction.
- Shares responsibilities with team members to capitalize on each person’s area of expertise.
Job Knowledge - Applies technical understanding of Aqua-Aerobic systems and equipment.
- Uses electrical, mechanical, and programming documentation effectively to resolve customer issues.
- Continuously builds technical proficiency and supports knowledge sharing across the team.
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Must be computer literate and have familiarity with MS office software. Must have proficient typing skills and the ability to operate a calculator, copy machine. General Knowledge of PLC, electrical, mechanical and hydraulic systems. Must be able to travel local 20% of the time. Out of state and overnights are possible 5% of the time. |
| Benefits Include: Medical (prescription coverage included), Dental, Vision, Life Insurance, Short Term Disability, Long term Disability, Accidental Death and Dismemberment, Business Travel Insurance, Paid Parental Leave, Medical Flex, Dependent Care Flex, Lifestyle Spending Account, EAP, 401k plus 3% match– both pretax and post, Profit sharing, Bonus, Summer Hours, Paid Christmas Shutdown, Paid Volunteer Hours, Vacation & Paid Leave for All Workers, Vacation Purchase Program, Tuition Reimbursement, Telecommuting up to 2 days a week, Flex work schedule, Identity Theft Protection |
