| Location | Auburn, GA |
Department: Service / Operations
Reports To: Service Manager / Assistant Service & Valet Manager
Position Type: Full-Time
Location: Georgia Spa Company Outlet & Service Center – Auburn, GA
Travel: Daily travel to customer locations required
Georgia Spa Company is seeking a dependable, mechanically inclined, and customer-focused Service Technician to provide professional diagnostic, repair, maintenance, and technical services for hot tubs, swim spas, saunas, cold plunge systems, and other products supported by Georgia Spa Company.
The Service Technician works primarily in the field at customer homes and is responsible for accurately diagnosing problems, completing repairs efficiently, communicating professionally with customers, maintaining accurate service documentation, and providing an exceptional customer experience.
Because Service Technicians work independently for much of the day, this position requires a high level of responsibility, accountability, organization, time management, and good judgment.
The goal of every service appointment is to diagnose the problem accurately, complete the repair correctly, minimize unnecessary return trips, and leave the customer confident that Georgia Spa Company took care of them.
Inspect, diagnose, troubleshoot, maintain, and repair hot tubs, swim spas, saunas, cold plunge systems, and other products serviced by Georgia Spa Company.
Diagnose mechanical, electrical, plumbing, water-care, and equipment-related problems.
Perform repairs according to manufacturer specifications and company procedures.
Replace pumps, heaters, control systems, circuit boards, sensors, plumbing components, jets, covers, and other components as required.
Identify the root cause of customer concerns rather than simply addressing symptoms.
Test equipment after repairs to verify proper operation.
Complete repairs correctly and efficiently with a focus on first-time completion.
Identify additional maintenance or repair needs while on site.
Communicate complex or unusual technical problems to Service Management when assistance is needed.
Follow manufacturer warranty procedures when performing warranty repairs.
Participate in ongoing technical and manufacturer training.
Service Technicians represent Georgia Spa Company inside and around our customers' homes and are expected to provide exceptional customer service at every appointment.
Responsibilities include:
Greet customers professionally.
Listen carefully to customer concerns.
Explain findings and recommended repairs in a clear and understandable manner.
Set appropriate expectations regarding repairs, parts, and next steps.
Treat customers, their homes, and their property with respect.
Maintain a professional appearance and attitude.
Answer reasonable customer questions regarding product operation and maintenance.
Educate customers on proper product care when appropriate.
Avoid making commitments regarding pricing, warranty coverage, scheduling, or repairs outside of established authority.
Communicate customer concerns promptly to the Service Coordinator or management.
Notify the appropriate team when additional follow-up is required.
Maintain customer confidentiality and professionalism.
Service Technicians are expected to make every reasonable effort to complete repairs during the initial appointment.
This includes:
Reviewing assigned work orders before arriving at the customer's home.
Ensuring commonly required parts, tools, and equipment are available on the service vehicle.
Performing thorough diagnostics before determining additional work is required.
Contacting Service Management for technical assistance when appropriate.
Clearly documenting why a job cannot be completed during the initial visit.
Identifying all required parts before requesting a return appointment whenever possible.
Avoiding preventable return trips caused by incomplete diagnosis, missing standard vehicle inventory, insufficient documentation, or failure to complete available work.
Learning from repeat service calls and applying that knowledge to future appointments.
Test and evaluate hot tub and swim spa water chemistry.
Identify water-balance issues that may contribute to equipment problems.
Explain basic water-care recommendations to customers.
Recommend appropriate chemicals and water-care products when necessary.
Follow company procedures regarding water testing and treatment.
Identify conditions that could damage equipment or affect warranty coverage.
Maintain working knowledge of company water-care products and procedures.
Service Technicians should identify legitimate customer needs while providing service.
Responsibilities include:
Recommend appropriate replacement parts when required.
Identify worn or failing components.
Recommend chemicals, filters, covers, accessories, or maintenance products when appropriate.
Educate customers regarding replacement or upgrade options.
Accurately document recommended products or additional work.
Never pressure customers into unnecessary purchases.
Follow company procedures for pricing, authorization, and collection of customer charges.
Recommendations should always be based on customer need and product condition.
Work Orders & Documentation
Accurate same-day documentation is an essential responsibility of the Service Technician.
Technicians will:
Review assigned work orders before appointments.
Verify customer and product information.
Document diagnostic findings.
Record work performed.
Record all parts and materials used.
Document customer conversations when relevant.
Record model and serial numbers when required.
Take photographs when required for warranty or documentation purposes.
Clearly document additional work or parts required.
Complete required warranty documentation.
Obtain required customer acknowledgments or signatures.
Complete and submit service documentation the same day the work is performed.
Ensure the Service Coordinator has sufficient information to schedule follow-up work without having to determine what happened during the original appointment.
If a job is not complete, the work order must clearly explain why and what needs to happen next.
Review the assigned daily schedule before departing.
Arrive at appointments within established service windows.
Follow assigned geographic routes and zones.
Communicate unexpected delays promptly.
Contact the Service Coordinator when schedule changes are necessary.
Manage time effectively throughout the workday.
Avoid unnecessary stops or delays between appointments.
Complete assigned appointments whenever reasonably possible.
Communicate immediately when an appointment will not be completed as scheduled.
Be flexible when emergency or priority service calls require schedule adjustments.
Service Technicians are responsible for the condition, organization, and appropriate use of their assigned company vehicle.
Responsibilities include:
Maintain a clean and organized service vehicle.
Perform required vehicle inspections.
Report mechanical, tire, safety, or maintenance concerns promptly.
Maintain appropriate fuel levels.
Follow company vehicle and safe-driving policies.
Operate company vehicles safely and professionally.
Maintain required driver's license and acceptable driving status.
Protect company vehicles from unnecessary damage.
Keep the vehicle presentable as a representation of Georgia Spa Company.
Immediately report accidents, citations, damage, or other vehicle incidents according to company policy.
Maintain established standard parts inventory on the assigned service vehicle.
Keep parts organized and protected.
Track parts used on customer jobs accurately.
Replenish standard vehicle stock according to company procedures.
Return unused or defective parts as required.
Assist with physical inventory counts.
Identify inventory discrepancies promptly.
Avoid unnecessary parts waste.
Ensure commonly required parts are available to support first-time completion.
Follow company procedures for inventory within RB Control Systems and other applicable systems.
Maintain company-provided tools in good working condition.
Keep tools clean, organized, and secure.
Use the appropriate tool for each task.
Report damaged, lost, or malfunctioning tools promptly.
Follow company procedures regarding replacement tools.
Protect company equipment from theft, loss, and unnecessary damage.
Maintain accountability for assigned tools and equipment.
Safety is an essential responsibility of every Service Technician.
Technicians must:
Follow company safety procedures.
Use required personal protective equipment.
Follow electrical safety procedures.
Safely handle chemicals and water-care products.
Use tools and equipment according to manufacturer instructions.
Evaluate customer sites for unsafe working conditions.
Stop work and contact management when conditions create an unreasonable safety risk.
Maintain safe work areas around customers, children, pets, and property.
Follow safe lifting and material-handling procedures.
Immediately report injuries, accidents, property damage, or safety incidents.
Follow company driving and mobile-device policies.
Although Service Technicians spend significant time working independently, success requires strong communication with the entire Service team.
Technicians are expected to:
Communicate regularly with the Service Coordinator.
Keep management informed of significant customer or technical issues.
Respond to company calls and messages during working hours.
Assist other technicians when requested.
Share technical knowledge with team members.
Work collaboratively with Valet, Delivery, Warehouse, Parts, Sales, and other departments.
Maintain respectful and professional relationships with coworkers.
Support team goals rather than focusing only on individual assignments.
Service Technician performance may be evaluated using metrics including:
First-time completion rate
Return trips by technician
Billable hours versus hours worked
Revenue per labor hour
Appointments completed
Jobs completed within expected timeframes
Warranty versus billable work
Parts usage and inventory accuracy
Same-day work-order completion
Documentation accuracy
Customer satisfaction
Customer complaints
Mileage and routing efficiency
Attendance and punctuality
Vehicle condition
Tool accountability
Safety performance
Training completion
Performance metrics are intended to identify strengths, training opportunities, and areas for continued improvement.
The Service Technician is expected to:
Provide exceptional customer service.
Be dependable, punctual, and reliable.
Take ownership of assigned work.
Work independently without constant supervision.
Complete work correctly and efficiently.
Maintain attention to detail.
Follow company procedures.
Communicate proactively.
Complete required documentation on time.
Protect company vehicles, tools, parts, and equipment.
Maintain a professional appearance.
Be coachable and willing to learn.
Accept feedback and apply it.
Maintain a positive attitude.
Work effectively as part of a team.
Look for opportunities to improve technical knowledge and productivity.
Represent Georgia Spa Company professionally at every customer location.
High school diploma or equivalent.
Mechanical aptitude and ability to troubleshoot equipment.
Basic understanding of plumbing and/or electrical systems.
Ability to read, write, and communicate effectively with customers and employees.
Strong problem-solving abilities.
Strong attention to detail.
Basic computer and mathematical skills.
Ability to use mobile devices and company software for work orders and communication.
Ability to follow written and verbal instructions.
Ability to work independently.
Dependable attendance and punctuality.
Willingness to participate in ongoing technical training.
Valid driver's license and ability to meet company driving requirements.
Ability to travel daily to customer locations.
Previous hot tub, swim spa, pool, sauna, HVAC, plumbing, electrical, appliance repair, or other field-service experience.
Experience diagnosing electrical and mechanical equipment.
Knowledge of water chemistry.
Previous field-service customer experience.
Experience using work-order or field-service management software.
Previous hot tub experience is helpful but not required for a mechanically inclined candidate who is willing and able to learn.
This position requires regular physical activity associated with field-service work.
The Service Technician must be able to perform essential job duties that may include:
Standing and walking for extended periods.
Sitting and driving for extended periods.
Bending, crouching, kneeling, reaching, and stooping.
Working in confined or limited-access areas around spa equipment.
Using hand and power tools.
Lifting, carrying, pushing, and pulling parts, equipment, and materials.
Entering and exiting a service vehicle throughout the workday.
Working outdoors in varying temperatures and weather conditions.
Performing work around water, electrical equipment, chemicals, and mechanical systems while following required safety procedures.
Reasonable accommodations will be considered in accordance with applicable law.
This is a full-time field-service position.
Typical schedule is Monday through Friday.
Typical operating hours are approximately 8:00 a.m. – 5:00 p.m.
Daily travel to customer locations is required.
Technicians may occasionally work beyond normal operating hours based on appointment length, travel, customer needs, or business requirements.
Schedule and territory assignments may change based on service demand.
Occasional company events, training, or special assignments may require additional availability.
This position is based out of:
Georgia Spa Company Outlet & Service Center
1515 University Drive
Auburn, GA 30011
Service Technicians travel daily throughout assigned Georgia Spa Company service territories.
Compensation & Benefits
Georgia Spa Company offers competitive compensation based on experience and qualifications.
Eligible employees may have access to:
100% Employee-Owned Company (ESOP)
Medical Insurance
Dental Insurance
Vision Insurance
401(k) with Company Match
Paid Time Off (PTO)
Paid Holidays
Life Insurance
Short-Term Disability Insurance
Accident Insurance
Critical Illness Insurance
Employee Purchase Program
Company-Provided Service Vehicle for Business Use
Company-Provided Tools
Uniform Program
Paid Technical and Product Training
Employee Recognition Programs
Career Advancement Opportunities
Additional benefits based on eligibility and company policy
Not all benefits are immediately available. Eligibility may depend on plan requirements and length of employment.
Georgia Spa Company believes in developing employees and providing opportunities for advancement.
A successful Service Technician may have opportunities to develop into positions such as:
Senior Service Technician
Technical Trainer or Lead Technician
Assistant Service / Valet Manager
Service Manager
Other Operations Leadership Opportunities
Advancement is based on demonstrated technical ability, customer service, leadership, reliability, performance, and business needs.
Georgia Spa Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.
This commitment applies to all aspects of employment, including recruitment, hiring, training, compensation, benefits, promotion, discipline, termination, and other terms and conditions of employment.