{"id":1675981,"url":"https://alion.io/job/vivoaquatics-aquatic-technical-support-manager","title":"Aquatic Technical Support Manager","company":{"id":3068329,"name":"VivoAquatics","domain":"vivoaquatics.com","url":"https://alion.io/company/vivoaquatics","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Las Vegas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-28T06:47:10Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-13T06:44:39Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Description\nJob Title: Aquatic Technical Support Manager\nDepartment: Support\nReports To: Product Director\nSupervises: Customer Support Specialists and Technicians\nJob Classification: Full-Time / Salary, Exempt\nCompensation Range: $80k - $100k, depending on location, experience, knowledge, skills, and abilities\nPosition is open to everyone residing within the United States.\nSUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES\nThe 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.\nKey Responsibilities Include:\nManage, build, and develop a customer-focused team of technical support specialists across varying skill levels and responsibilities.\nAssess staff technical skills, identify training needs, and develop ongoing programs to close skill gaps.\nEstablish KPIs for the Customer Support team and monitor individual and team performance to deliver constructive, timely feedback.\nMaintain a knowledge base for equipment troubleshooting, maintenance, and repair, including online entries with screenshots and video that explain key software features.\nMake sound, timely decisions - often with limited information - grounded in a solid understanding of the issue and company best practices.\nPartner with Product Management and Engineering to implement tools and features that enable world-class support, and collaborate cross-functionally with other departments as needed.\nLaunch the customer support survey, analyze results to identify opportunities to improve the customer experience, and present findings to leadership.\nCultivate a team culture that fosters independent problem-solving with a client-first mindset.\nRecruit, develop, and build technical talent with the soft skills and technical expertise to deliver world-class customer service.\nMaintain best practices across the entire technical support process.\nGuide the implementation, continuous improvement, and documentation of new and existing policies, procedures, and processes for Support systems.\nRequirements\nQUALIFICATIONS\nKnowledge of enterprise web technologies, security, and cutting-edge infrastructures.\nLeadership and management skills for globally distributed teams.\nSolid technical background, with the ability to translate concepts for a non-technical audience.\nComprehensive knowledge of CRM systems and their functionality.\nDeep, current knowledge of VivoPoint systems and functionality, with a commitment to continuous learning.\nSkilled in using computer systems and navigating software programs efficiently.\nSkilled in analyzing client data to derive insights and inform decisions.\nStrong customer service skills, including de-escalation techniques to resolve customer concerns.\nAble to guide clients and team members through basic to advanced troubleshooting using a range of software applications.\nStrong written and verbal communication and problem-solving skills for interacting with clients and team members.\nStrong organizational skills, with effective time management and multitasking ability.\nDetail-oriented, with a commitment to accurate records and documentation.\nAdaptable and effective in a dynamic, fast-paced environment with shifting priorities and customer needs.\nCollaborative mindset, contributing to cross-functional teams toward shared goals.\nSelf-motivated and driven to achieve professional success.\nAble to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis.\nAvailable to work weekends and holidays as required; occasional light travel may be needed throughout the year.\nSUPERVISORY RESPONSIBILITIES\nManages and supervises Customer Support Specialists and Technicians.\nEDUCATION and/or EXPERIENCE\nExperience as a Customer Support Specialist I or similar customer service role required.\n5+ years of commercial aquatics experience with in-field equipment troubleshooting and diagnosis required.\nMust obtain CPO license within first 90 days in position.\n3+ years of management experience required.\nProject management experience preferred.\nCall center experience preferred.\nExperience with help desk software and remote support tools preferred.\nProficiency with computer software programs required; experience with GSuite and/or MS Office preferred.\nExperience with CRM systems required; NetSuite experience preferred but not required.\nMust communicate effectively in English; ability to communicate in a second language is a plus.","description_format":"text","description_chars":4785,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Professional Services","Pools, Spas & Hot Tubs"],"lifecycle":[{"event":"open","at":"2026-10-02T08:32:24Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.873,"p_room":0.9,"age_days":14,"expected_fill_days":22,"reasons":["conf:2","urgency","win:mid"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":100000,"is_top_pay":false},"html_url":"https://alion.io/job/vivoaquatics-aquatic-technical-support-manager","json_url":"https://alion.io/job/vivoaquatics-aquatic-technical-support-manager.json","meta":{"generated_at":"2026-10-13T07:10:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10546,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3068329},"rest":"https://alion.io/mcp/rest/get_company?id=3068329"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvivoaquatics-aquatic-technical-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvivoaquatics-aquatic-technical-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvivoaquatics-aquatic-technical-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vivoaquatics-aquatic-technical-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvivoaquatics-aquatic-technical-support-manager"}]}