Service Manager

About the role

The Service Manager oversees daily pool service operations, manages service teams, coordinates maintenance and repair schedules, ensures high-quality workmanship, and delivers exceptional customer experiences.

Responsibilities

• Oversee daily service operations including maintenance, repair, troubleshooting, and route execution
• Develop and manage technician schedules, service routes, and work assignments to maximize efficiency and customer satisfaction
• Maintain service calls, repairs, and maintenance work safely, accurately, and on schedule
• Monitor workload distribution, labor utilization, and operational productivity across service teams
• Support operational planning and resource allocation during peak seasonal periods
• Lead, mentor, and support Service Technicians, Lead Technicians, and field personnel
• Conduct training related to pool systems, water chemistry, safety procedures, customer service, and troubleshooting techniques
• Monitor employee performance, provide coaching, and support ongoing skill development
• Aid in recruiting, onboarding, and retention of field service staff
• Foster a positive, accountable, and customer-focused team environment
• Serve as a primary escalation point for customer concerns, service issues, and operational challenges
• Maintain strong customer relationships through professional communication and responsive service management
• Support customer retention through high-quality service delivery and operational consistency
• Collaborate with Customer Service teams to resolve issues efficiently and maintain customer satisfaction
• Support troubleshooting and resolution of complex pool equipment and operational issues
• Ensure proper maintenance and repair of pumps, filters, heaters, automation systems, plumbing, and related pool equipment
• Conduct quality inspections and field evaluations to ensure company standards are met
• Monitor water chemistry standards and ensure technicians follow proper maintenance procedures
• Ensure all service activities comply with company standards and industry best practices
• Enforce OSHA regulations, company safety protocols, and proper chemical handling procedures
• Conduct safety meetings, training sessions, and field audits as needed
• Promote a culture of safety, professionalism, and operational accountability
• Maintain compliance with local regulations and industry standards related to pool service operations
• Monitor operational KPIs including productivity, service completion rates, customer satisfaction, and technician performance
• Prepare operational reports, service metrics, and performance updates for leadership
• Analyze service trends, customer feedback, and operational data to identify areas for improvement
• Implement process improvements to increase operational efficiency and service consistency
• Support operational scalability and integration initiatives across multiple brands and locations

Qualifications

• High school diploma or equivalent required; technical certification or vocational training preferred
• 5+ years of experience in pool service, field operations, or related service industries preferred
• 2+ years of supervisory or management experience preferred
• Strong knowledge of pool equipment, water chemistry, and maintenance procedures
• Excellent leadership, organizational, and customer service skills
• Ability to manage schedules, teams, and operational priorities in a fast-paced environment
• Valid driver’s license with ability to travel between service locations
• Preferred: Certified Pool Operator (CPO) certification or willingness to obtain, experience with service management software, CRM systems, or scheduling platforms, knowledge of automation systems, diagnostics, and advanced pool equipment, experience managing multi-location service operations, bilingual skills

Skills & Competencies

• Service operations and field team management
• Leadership and employee development
• Pool equipment troubleshooting and technical oversight
• Customer service and relationship management
• Scheduling and operational coordination
• Safety compliance and quality control
• Problem-solving and process improvement
• Communication and organizational skills

What We Offer

• 9 paid holidays
• Paid vacation and sick time
• Employer-matched 401(k)
• Employer-paid life insurance
• Optional supplemental life insurance
• Medical, dental, and vision insurance plans
• Equal Opportunity Employer