Overview:

Hayward Pool Products Canada Inc. is a leading manufacturer of swimming pool equipment. For more than 90 years, Hayward has helped pool owners enjoy the pleasures of pool ownership by delivering cutting-edge, technologically advanced pool equipment worldwide.

We are seeking aField Service Managerto support and strengthen our service and dealer network across Canada. This role is responsible for managing relationships with Authorized Service Centers, providing technical expertise, delivering training programs, and ensuring outstanding customer support for Hayward partners and consumers.

The ideal candidate is bothtechnically knowledgeable and customer-focused, comfortable working with internal teams and external partners, and capable of delivering technical training to audiences ranging from small service groups to large dealer networks. This role plays a key part in enhancing the overall customer experience and strengthening loyalty to the Hayward brand.

Responsibilities:

• Manage, train, and support Hayward’s network ofAuthorized Service Centers and service partners.
• Identify and onboardnew Authorized Service Centersto expand the service network.
• Build and maintain strong relationships withservice providers, dealers, and key partners.
• Serve as theprimary escalation pointfor field service issues and partner support needs.
• Develop and delivertechnical trainingthrough webinars, classroom sessions, and on-site seminars.
• Providetechnical support across all Hayward product linesto dealers, consumers, and service providers.
• Performfield service repairs, troubleshooting, and system programmingwhen required.
• Respond to incoming technical inquiries viaphone, email, and other communication channels.
• Maintain accurate records of service incidents in thetechnical service database.
• Diagnose issues and coordinate service calls related toheaters, heat pumps, salt systems, and automation products.
• Participate inindustry trade shows, dealer events, and training seminars.
• Review and processwarranty requestsin accordance with company warranty protocols.
• Maintain and update theService Center database, including coverage areas, labor rates, and company profiles.
• Assist withspecial projects and administrative supportduring seasonal slow periods.

Qualifications:

-5+ years of relevant experiencein technical service, field support, or service network management.

• College diploma or bachelor’s degree inbusiness, marketing, engineering, or a related fieldpreferred.
• Strongtechnical troubleshooting skillsand the ability to diagnose product issues in the field.
• Experience deliveringtechnical training and presentationsto a variety of audiences.
• Proficiency withMicrosoft Officeand service tracking systems.
• Excellentcommunication and relationship-building skillswith customers, dealers, and internal teams.
• Ability toprioritize tasks, solve problems, and manage multiple service issues simultaneously.
• Customer-focused mindset with the ability tohandle challenging customer situations professionally.
• Highly organized, accountable, and results-oriented.
• Strong understanding ofmarket dynamics and competitive landscapewithin the industry is a plus.