Ross Owen is the specialist responsible for much of Hot Tubs Oxfordshire’s ongoing customer care. Across three services a day, his disciplined process combines hidden technical checks with the spotless finish customers notice. Approximately five years’ experience, exceptional five-star feedback and the confidence placed in him by colleagues and customers support our MD’s assessment: he is “the best service technician we’ve ever had”.

Servicing is one of the less celebrated parts of the spa industry, yet it is where a company’s promise of long-term customer care is put into practice. It protects the customer’s investment, helps prevent avoidable problems and shapes how supported an owner feels long after the original installation. Ross Owen has turned that work into a genuine specialism.His value begins with consistency. Ross completes three services a day, but customers do not receive a shortened version because theirs is the second or third appointment. His process is disciplined, efficient and thorough, combining the technical checks that take place out of sight with the immaculate finish the customer sees at the end. He takes particular satisfaction in the transformation from a dirty or neglected spa to one that is clean, inviting and ready to use.The quality of Ross’s work is matched by the way he deals with people. He explains his findings without talking down to customers and adapts naturally to those who want more detail, reassurance or involvement. Customers sometimes contact him directly for advice, and he has talked owners through problems such as airlocks outside a booked appointment.When a customer raised concerns after one service, Ross ret

Ross has approximately five years’ combined experience as a spa technician. He first worked with Kenny Massey for around two years at 1st 4 Hot Tubs, where he installed Canadian Spa Company hot tubs and serviced spas from a wide range of manufacturers. After returning to the industry, he has spent the past three years as Hot Tubs Oxfordshire’s principal service technician. Ross typically completes three services a day. He has refined the work into a consistent sequence that makes efficient use of the time available without sacrificing thoroughness. While the spa flush is running, he cleans the cover, filters, steps and cabinet. He then drains and cleans the spa, removes the jets to clean behind them, inspects accessible internal components and takes amperage readings from the pumps before refilling and balancing the water. Much of this work is deliberately preventative. The customer may not see what has collected behind the jets or watch Ross check the pumps, but these less visible tasks are an important part of maintaining the spa properly. He also looks for small signs of wear or damage and will replace items such as broken cover clips before the customer has needed to point them out. His experience helps him judge when the usual process needs to change. On a spa with severe scale, for example, continuing to scrape for hours may be inefficient and still produce a poor result. Ross knows when to lower the pH under controlled conditions, allow time for the deposits to dissolve and return to complete the work more effectively. He keeps his van organised and well stocked with commonly required water-care products and replacement items, allowing him to address minor needs during the appointment rather than create an avoidable return visit. Ross also treats communication as part of the technical service. Once the work is complete, he explains what he has found, discusses any water-care issues and gives the owner clear, practical advice. He adjusts the level of detail to the customer, including those who are new to spa ownership or need additional reassurance. His training has primarily been practical and workplace-based, beginning with servicing and installation instruction from Kenny Massey. He has also completed company training in fire safety, manual handling and the control of substances hazardous to health. More recently, he has helped train a colleague by demonstrating the servicing sequence he has developed and then supporting them as they carry it out. Kenny, who has worked with numerous spa technicians, describes Ross’s service skills as “flawless” and says: “You can guarantee a sparkling finish.”

Hot Tubs Oxfordshire