VivoAquatics

Technical Customer Success

• Lead the technical support team, overseeing the case management system, workflows, and escalation process
• Build and refine the tools, techniques, and procedures used to deliver fast, accurate support to internal and external customers
• Partner with Product, Sales, and other internal teams so customer feedback informs product direction and strengthens client and partner relationships
• Manage, build, and develop a customer-focused team of technical support specialists across varying skill levels and responsibilities
• Assess staff technical skills, identify training needs, and develop ongoing programs to close skill gaps
• Establish KPIs for the Customer Support team and monitor individual and team performance to deliver constructive, timely feedback
• Maintain a knowledge base for equipment troubleshooting, maintenance, and repair, including online entries with screenshots and video explaining key software features
• Make sound, timely decisions with limited information, grounded in company best practices
• Partner with Product Management and Engineering to implement tools and features that enable world-class support
• Collaborate cross-functionally with other departments as needed
• Launch the customer support survey, analyze results to identify opportunities to improve customer experience, and present findings to leadership
• Cultivate a team culture that fosters independent problem-solving with a client-first mindset
• Recruit, develop, and build technical talent with the soft skills and technical expertise to deliver world-class customer service
• Maintain best practices across the entire technical support process
• Guide implementation, continuous improvement, and documentation of policies, procedures, and processes for Support systems
• Manage and supervise Customer Support Specialists and Technicians

Aquatic Technical Support Manager

Technician

• Perform scheduled onsite visits for new and existing clients according to route schedule and contract scope
• Conduct chemical water testing and provide adjustment recommendations
• Handle, transport, store, and apply pool chemicals safely
• Act on out-of-range conditions and determine when escalation is warranted
• Diagnose and resolve issues across chemical automation, sensors, and controllers
• Calibrate, verify, and troubleshoot probes and related instrumentation
• Troubleshoot and repair VivoPoint systems, including controllers, modems, feed devices, tubing, and injectors
• Work with electrical and plumbing systems and power tools in equipment and pump rooms
• Clean, inspect, calibrate, and maintain chemical feed equipment
• Install, repair, and maintain VivoPoint chemical feed systems
• Repair and maintain circulation systems, pumps, filters, and heaters
• Support new site launches, system upgrades, and remediation work
• Apply the VivoAquatics warranty process to parts and labor
• Identify recurring issues and recommend corrective actions
• Provide accurate parts and labor estimates
• Anticipate service-continuity risks and raise them proactively
• Record service information in VivoPoint, including readings, service orders, reports, equipment profiles, and notes
• Capture photo documentation of job sites, projects, and completed work
• Communicate with managers and billing regarding parts used, job completion, and follow-up needs
• Coordinate with the Professional Services Manager on priorities, site status, risks, and technical solutions
• Explain technical findings to property engineering and management teams
• Provide informal field support, coaching, and technical guidance to Junior Technicians
• Assist on larger installations and projects, including parts and equipment pickup and general jobsite support
• Maintain PPE compliance, safe chemical handling, and professional site conduct
• Represent VivoAquatics professionally on client properties
• Maintain knowledge of management-company and property policies
• Keep the assigned company vehicle clean, organized, and on schedule for service
• Manage vehicle inventory and pick up materials from supply houses
• Attend required meetings and training sessions

Aquatic Technical Support Manager

Professional Services Technician