Aquatic Technical Support Manager

World Aquaculture Society; Las Vegas, Northern (NV, KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

VivoAquatics seeks an Aquatic Technical Support Manager to lead the technical support team, overseeing case management, workflows, and escalation processes. Partner with Product, Sales, and Engineering to ensure customer feedback informs product direction and strengthens client relationships.

Requirements include 5+ years in commercial aquatics, 3+ years of management, CPO license within 90 days, and strong CRM/Help Desk experience.

Qualifications

• 5+ years of commercial aquatics experience with in-field equipment troubleshooting and diagnosis.
• Must obtain CPO license within first 90 days in position.
• 3+ years of management experience.
• Experience with help desk software and remote support tools.
• Experience with CRM systems; NetSuite experience preferred but not required.
• Proficiency with GSuite and/or MS Office.

Responsibilities

• Lead and develop a customer-focused technical support team across varying skill levels.
• Assess staff skills, identify training needs, and implement ongoing programs.
• Establish KPIs for the support team and monitor performance.
• Maintain a knowledge base for equipment troubleshooting with visuals.
• Guide implementation of tools/features enabling world-class support in partnership with Product and Engineering.
• Lead customer support surveys and present findings to leadership.
• Foster a team culture of independent problem solving and client-first mindset.
• Recruit and develop technical talent with strong soft skills and technical expertise.

Skills

Leadership

Customer service

Communication

Problem-solving

Training & development

Team building

Cross-functional collaboration

Time management

Multitasking

Documentation

Education

CPO certification

Tools

NetSuite

GSuite

MS Office

Help desk software

Remote support tools

VivoPoint

Job description

The Aquatic Technical Support Manager leads the technical support team, overseeing the case management system, workflows, and escalation process. This role builds and refines the tools, techniques, and procedures the team uses to deliver fast, accurate support to internal and external customers alike. The Manager also partners with Product, Sales, and other internal teams, ensuring customer feedback informs product direction and strengthens client and partner relationships.

Key Responsibilities Include

• 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 that explain key software features.
• Make sound, timely decisions — often with limited information — grounded in a solid understanding of the issue and company best practices.
• Partner with Product Management and Engineering to implement tools and features that enable world-class support, and collaborate cross-functionally with other departments as needed.
• Launch the customer support survey, analyze results to identify opportunities to improve the 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 the implementation, continuous improvement, and documentation of new and existing policies, procedures, and processes for Support systems.

Requirements

• Knowledge of enterprise web technologies, security, and cutting-edge infrastructures.
• Leadership and management skills for globally distributed teams.
• Solid technical background, with the ability to translate concepts for a non-technical audience.
• Comprehensive knowledge of CRM systems and their functionality.
• Deep, current knowledge of VivoPoint systems and functionality, with a commitment to continuous learning.
• Skilled in using computer systems and navigating software programs efficiently.
• Skilled in analyzing client data to derive insights and inform decisions.
• Strong customer service skills, including de-escalation techniques to resolve customer concerns.
• Able to guide clients and team members through basic to advanced troubleshooting using a range of software applications.
• Strong written and verbal communication and problem-solving skills for interacting with clients and team members.
• Strong organizational skills, with effective time management and multitasking ability.
• Detail-oriented, with a commitment to accurate records and documentation.
• Adaptable and effective in a dynamic, fast-paced environment with shifting priorities and customer needs.
• Collaborative mindset, contributing to cross-functional teams toward shared goals.
• Self-motivated and driven to achieve professional success.
• Able to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis.
• Available to work weekends and holidays as required; occasional light travel may be needed throughout the year.

Supervisory Responsibilities

• Manages and supervises Customer Support Specialists and Technicians.
  

EDUCATION And/or EXPERIENCE

• Experience as a Customer Support Specialist I or similar customer service role required.
• 5+ years of commercial aquatics experience with in-field equipment troubleshooting and diagnosis required.
• Must obtain CPO license within first 90 days in position.
• 3+ years of management experience required.
• Project management experience preferred.
• Call center experience preferred.
• Experience with help desk software and remote support tools preferred.
• Proficiency with computer software programs required; experience with GSuite and/or MS Office preferred.
• Experience with CRM systems required; NetSuite experience preferred but not required.
• Must communicate effectively in English; ability to communicate in a second language is a plus.

About this company

VivoAquatics helps the world's leading brands and properties maintain safe and sustainable water through a smart IoT technology platform (VivoPoint), expert personnel and related professional services (i.e., assessments, procurement, etc.). Today’s facility managers face critical challenges in the management of water. Legal risks due to unsafe water quality conditions and structural leaks. Increased compliance requirements. Water and energy costs that continue to increase. Guests that demand brands support sustainability goals while also providing wonderful amenities and overall satisfaction.