Technical Support Specialist

Masco Corporation; Vista (CA); On-site; USD 27,000 - 43,000; Full time

Job summary

Watkins Wellness is seeking a Technical Support Specialist to join our Technical Support Team. You will be the trusted expert behind the scenes, helping customers and dealer technicians with real-time troubleshooting and diagnostic support for spa systems, control panels, and software updates.

In a fast-paced contact center, you’ll diagnose electrical and plumbing challenges, guide installations and repairs, and collaborate with engineering and quality teams to escalate when needed.

Qualifications

• High school diploma or equivalent is required.
• Proven experience in spa system diagnostics and technical troubleshooting.
• Strong verbal and written communication skills.
• Familiarity with electrical wiring, plumbing, and control panels.
• Ability to learn and use CRM platforms (Salesforce, ServiceNow).
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Self-motivated and organized, able to manage multiple priorities independently.
• Watkins certification or 3+ years spa troubleshooting experience preferred.
• Spanish or French fluency is a plus.

Responsibilities

• Diagnose and resolve technical issues for spa systems.
• Provide real-time troubleshooting and diagnostic support to customers and dealer technicians.
• Collaborate with engineering, product development, and quality teams to escalate issues as needed.
• Educate and train technicians and internal staff on installation, maintenance, and repair procedures.

Skills

Technical troubleshooting

Customer service

Communication skills

Electrical systems knowledge

Plumbing layouts

CRM platform usage

Microsoft Office

Education

High school diploma or equivalent

Watkins certification or spa troubleshooting experience (preferred)

Tools

Salesforce

ServiceNow

Job description

We are hiring a Technical Support Specialist to join our Technical Support Team

DISCOVER

Do you thrive on solving complex technical challenges and helping others succeed? As a Specialist, Technical Support at Watkins Wellness, you'll be the trusted expert behind the scenes with our customers and dealer technicians and help keep our products performing at their best. From spas and swim spas to cold plunge systems, you'll provide real-time troubleshooting and diagnostic support that keeps wellness experiences running smoothly.

This role is more than answering questions, it's about being the voice of technical expertise in a fast-paced contact center environment You'll tackle electrical wiring issues, plumbing layouts, control panel configurations, and software updates, all while delivering calm, clear guidance. Your work will directly impact customer satisfaction and dealer success.

YOUR RIPPLE EFFECT

• Do you enjoy being the problem-solver everyone relies on? Serve as the first line of expert support, diagnosing and resolving technical issues quickly to keep customers and dealers confident and productive.
• Are you passionate about customer care? Create positive experiences in high-pressure situations by staying calm, empathetic, and focused on solutions.
• Do you have a knack for technical details? Dive into complex challenges involving electrical systems, plumbing layouts, control panels, and software components, while learning new technologies as our product lines expand.
• Are you a natural collaborator? Partner with engineering, product development, and quality teams to escal...
• Do you enjoy sharing knowledge? Empower technicians and internal teams through clear guidance on installation, maintenance, and repair procedures, and contribute to training sessions that build confidence and expertise.
  

WHAT YOU BRING

• Proven experience in spa system diagnostics and technical troubleshooting
• Strong verbal and written communication skills for clear guidance and collaboration
• Customer-focused mindset with excellent conflict resolution techniques
• Familiarity with electrical wiring, plumbing, and control panels
• Ability to learn and use CRM platforms (Salesforce, ServiceNow) and call center technology
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Self-motivated and organized, able to manage multiple priorities independently
• High school diploma or equivalent required; Watkins technical certification or 3+ years of hands-on spa troubleshooting experience preferred
• Spanish or French fluency is a plus

WHAT YOU’LL GET

At Watkins Wellness, we believe that everyone should ‘Feel good. Live well’. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, company bonus, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make — products that make a difference to the health and well-being of others.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Hiring Range: $19.90-$31.50

Many factor are taken into consideration in determining pay, including education and location.

Company: Watkins Wellness

Full time

Watkins (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position._._ The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-Verify Right to Work Poster: English & Spanish