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Water Machine Service Lead
Company: UltraLux Health Location: American Fork, UT - on-site Schedule: Full-time, Monday-Friday, 9:00 AM - 5:00 PM Department: Operations / Product Support Reports to: Operations Manager Compensation: $19.00 per hour to start, with room for growth as the role develops
About UltraLux Health
UltraLux Health sells premium health and wellness technology - hydrogen water systems, red light therapy, PEMF, hyperbaric, EMF protection, and air and surface purification. Our customers invest real money in their health, and they expect the equipment behind it to work. That standard is what this role protects.
About the Role
We're hiring a Water Machine Service Lead to own the hands-on repair and refurbishment of our UltraLux Water systems and to become the technical authority on those machines across the company. This is a working technical role, not a desk job: you'll be diagnosing and repairing units at the bench, and over time you'll be the person Customer Service, Operations, and our manufacturers come to when a water machine question needs a real answer.
You don't need prior experience with hydrogen water systems - we'll train you on our equipment. What we can't train is mechanical instinct and the ability to explain a technical problem.
You'll have visible influence here. Water machine returns, warranty claims, and repair turnaround directly affect our margins and our customer experience, and the person in this seat is expected to bring problems and solutions to leadership - not just clear a queue.
What You'll Do
Repair and refurbishment

• Diagnose, disassemble, repair, and reassemble returned and defective hydrogen water machines
• Test and validate repaired units against performance standards before they're cleared for resale or return to the customer
• Grade incoming units (repairable, refurbishable, parts-only, scrap) and document findings on each unit
• Identify and confirm dead-on-arrival and warranty-eligible units so refund, warranty, and final-sale decisions are made on accurate technical information
• Maintain the repair bench, tools, testing equipment, and parts inventory; flag parts shortages before they slow turnaround

Process improvement and reporting

• Track failure data by model, component, lot, and failure type, and report trends to upper management
• Recommend and help implement changes to repair workflow, refurbishment standards, packaging, warranty terms, and parts stocking based on what you're actually seeing on the bench
• Partner with Operations, Customer Service, and Finance to reduce return rates, repair turnaround time, and warranty cost per unit

Manufacturer and vendor communication

• Serve as the technical point of contact with our manufacturers on defect patterns, design and build-quality issues, firmware or component changes, parts orders, and warranty claims
• Document and escalate recurring manufacturing defects with the evidence needed to support a claim or a design change

Escalated customer support

• Support escalated water machine cases that Customer Service can't resolve - video walkthroughs, and clear explanations for customers who need more than a written article
• Provide the technical determination on escalated cases (repairable, defective, DOA, out-of-warranty) and recommend a resolution
• Build and maintain troubleshooting guides, video content, and internal training material so the CS team can resolve more cases without escalation
• Train new and existing water repair techs on water machine basics, common failure points, repairs, processes

What We're Looking For
Required

• 1+ year of hands-on repair or service experience, or clearly mechanically inclined with demonstrated hands-on repair work you can walk us through in detail - trade school, side work, or personal projects all count
• Comfortable with hand tools and taking electromechanical equipment apart and putting it back together correctly: pumps, valves, seals, filters, sensors, and wiring
• Willing to learn to read schematics, wiring diagrams, and technical documentation (we'll train you on ours)
• Clear written and verbal communication
• Organized and self-directed enough to document your work consistently without being chased for it
• Authorized to work in the United States

Preferred

• Prior repair or field service experience with consumer or commercial equipment (appliance, water treatment, HVAC, electronics, medical device, small engine, or similar)
• Experience with water filtration, ionization, electrolysis, or hydrogen-generating systems
• Prior vendor or overseas-manufacturer communication experience
• Experience building SOPs, service documentation, or training material
• Familiarity with ticketing/CRM systems and warranty or RMA processes
• Experience leading or mentoring other technicians

What We'll Train You On
We don't expect anyone to walk in knowing our machines. If you bring the mechanical aptitude and the communication skills, we'll teach you:

• The internals, failure points, and repair procedures for the UltraLux Water line
• Our testing and validation standards for units cleared for resale
• Our warranty, RMA, and refurbishment policies and how technical findings feed into them
• How to work directly with our manufacturers on defects, parts, and warranty claims

Physical Requirements

• Regularly lift and move units up to 50 lbs
• Extended periods standing at a repair bench, plus fine-motor work with hand tools and small components
• Occasional exposure to water, cleaning agents, and standard shop conditions

Why Work Here

• Direct line to decision-makers - your recommendations change how we actually operate
• Predictable weekday schedule with no on-call rotation
• Growth path as the service function expands
• Medical, dental, and vision coverage
• Paid time off
• Employee discounts on UltraLux products