About Us
We’re one of the fastest-growing pool service and repair companies in the region, known for delivering reliable, high-quality service and five-star customer experiences. Our team is built on professionalism, accountability, and a commitment to excellence. As we continue to grow, we're looking for an experienced Service Manager to lead our field operations, develop high-performing teams, and drive operational excellence.
Position Overview
The Service Manager is responsible for the overall performance, leadership, and success of the service department. This role oversees Team Leads and Service Technicians, ensuring exceptional customer service, operational efficiency, regulatory compliance, and team development. The Service Manager partners closely with Operations, Customer Service, Repair, and HR to achieve company goals while maintaining the highest standards of quality and accountability.
Leadership & Department Management
- Lead, mentor, and develop Team Leads and Service Technicians across all assigned service teams.
- Establish performance expectations and hold leaders accountable to company standards.
- Conduct regular one-on-one meetings with Team Leads to review performance, staffing, customer concerns, and operational priorities.
- Foster a culture of accountability, professionalism, continuous improvement, and teamwork.
- Support recruiting, interviewing, onboarding, and retention of service personnel.
- Partner with HR on employee coaching, disciplinary actions, performance improvement plans, and performance reviews.
Operations & Service Performance
- Oversee daily execution of all service routes to ensure pools are completed safely, efficiently, and on schedule.
- Monitor department productivity, route efficiency, completion rates, and labor utilization.
- Ensure all service documentation, chemical readings, photos, and customer notes are completed accurately.
- Review timekeeping, payroll accuracy, and technician productivity.
- Collaborate with Operations to optimize routing, staffing levels, and service capacity.
- Identify operational challenges and implement process improvements to increase efficiency and profitability.
Quality Assurance & Customer Experience
- Maintain department-wide quality standards through regular field inspections and ride-alongs.
- Monitor customer satisfaction metrics and proactively resolve escalated service concerns.
- Work closely with the Customer Service department to ensure timely resolution of customer issues.
- Analyze recurring customer complaints and implement corrective action plans.
- Ensure consistent execution of company service standards across every route.
Performance Management & Coaching
- Evaluate Team Lead and technician performance using key performance indicators (KPIs).
- Provide coaching, feedback, and development plans to improve individual and team performance.
- Conduct ride-alongs, field audits, and service evaluations.
- Recognize high performers while addressing performance concerns promptly and professionally.
- Build leadership capabilities within Team Leads to prepare future leaders within the organization.
Inventory, Fleet & Asset Management
- Oversee chemical inventory, equipment usage, and supply management.
- Ensure company vehicles, tools, and equipment are properly maintained and inspected.
- Monitor chemical usage trends and work to minimize waste while maintaining water quality standards.
- Coordinate with Operations regarding vehicle maintenance, repairs, and replacement needs.
Safety & Regulatory Compliance
- Ensure full compliance with company safety policies and local, state, and federal regulations.
- Reinforce safe chemical handling, vehicle operation, and workplace safety expectations.
- Investigate safety incidents, accidents, and near misses, implementing corrective actions as necessary.
- Maintain department readiness for regulatory inspections and compliance requirements.
Business & Financial Performance
- Monitor department KPIs including:
- Customer satisfaction
- Route completion
- Service quality
- Technician productivity
- Chemical usage
- Labor efficiency
- Employee retention
- Develop action plans to improve operational performance and profitability.
- Assist in annual budgeting, forecasting, staffing plans, and departmental growth initiatives.
- Partner with executive leadership to support strategic company objectives.
Qualifications
- 3+ years of experience in pool service or a related field.
- 2+ years of management experience leading multiple teams.
- Strong knowledge of pool chemistry, equipment, and maintenance practices.
- Proven leadership, coaching, and conflict-resolution skills.
- Excellent organizational, communication, and problem-solving abilities.
- Ability to analyze operational metrics and make data-driven decisions.
- Valid driver's license with an acceptable driving record.
What Success Looks Like
- High-performing Team Leads who effectively manage their teams.
- Strong customer satisfaction and retention.
- Consistent service quality across all routes.
- Safe, compliant, and efficient field operations.
- Improved productivity and operational efficiency.
- Engaged employees with low turnover and a strong culture of accountability.
- Achievement of departmental KPIs and contribution to overall company growth.
Job Type: Full-time
Pay: $80,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Company truck
- Dental insurance
- Flexible schedule
- Fuel card
- Health insurance
- On-the-job training
- Paid time off
- Paid training
- Tools provided
- Vision insurance
Work Location: In person
