The Service Manager leads business development, operations, and team management within their assigned region. Responsibilities include building client relationships, ensuring service quality and safety standards, managing technicians, and optimizing territory performance. This role requires strong leadership and organizational skills, Success is measured by maintaining water safety scores, timely service completion, and effective resource management.

Key Responsibilities Include:

Business Development

Conduct telephone/video calls and in-person visits to current and prospective customers to present demonstrations of products and services, highlighting how they will benefit the client. Provide initial and ongoing training and support on products and services as needed.
Create and maintain current and potential customer profiles in our CRM software program
Establish, develop, and maintain business relationships with current and prospective customers in the assigned territory to ensure client expectations are being met and to generate new business.
Maintain strong client relationships, addressing any concerns or issues promptly and effectively

Field Operations

Complete client site visits on a consistent basis to ensure safety and cleanliness standards are being met; visits include testing water chemistry and entering manual readings into VivoPoint, calibrating controllers as needed, inspecting feed systems, troubleshooting alarms, etc.
Perform site walks with client teams as necessary
Conduct regular site visits to clients' properties to perform quality assurance checks on technicians' work, and provide constructive feedback to technicians after each visit.
Conduct ride-alongs with service technicians who are not achieving minimum targets; perform additional training as needed to ensure service standards, safety standards, and cleanliness standards are being met.
Provide route coverage when service technicians have time off when all other options have been exhausted.

Personnel Management

Review and approve service technicians’ timecards on a weekly basis. Communicate with technicians for any missing punch information needed to complete timecard.
Use GPS records to perform spot checks on service technicians’ timecards. Address and document any discrepancies found.
Monitor, reduce, and approve the amount of overtime for the service technicians.
Manage all service technician time off requests: communicate approval, denial, or adjustment with the technician and coordinate route coverage for the time off.
Monitor technician start times to ensure they are complying with company policy. Record absences and tardies and provide communication to technicians on proper standards when needed.
Perform regular check-ins with technicians to discuss performance and water safety scores, service orders, safety, and cleanliness standards.
Monitor team performance and productivity, identifying areas for improvement and implementing corrective actions as needed.
Succession planning: create individualized plans for the service technicians’ growth and development, communicate hiring needs to Human Resources, and participate in the recruiting process.
Manage use of company-supplied equipment, tools, and supplies. Provide new hires with all tools and equipment necessary to perform their job. Ensure tools and equipment are in good working order and are not causing damage to any of the properties they are being used on.
Foster a positive and collaborative work environment, promoting teamwork, accountability, and professional development

Fleet Management

Perform truck inspections at least once per month for each technician. Inspect for damage, safety, and cleanliness standards, and ensure vehicles have current registration and insurance documents. Document and report issues found as needed.
Schedule the technicians to take their vehicles into the repair shop for regular maintenance (e.g. oil changes and inspections) and repairs as needed.
Ensure all vehicles have a working GPS unit, and inspect GPS records to ensure proper time is being spent on properties, to spot check timecards, and to ensure company vehicles are being used as intended. Report any misuse of vehicles as needed.

Safety Compliance and Training & Development

Ensure compliance with safety regulations and company policies, promoting a culture of safety and adherence to best practices.
Ensure all employees are wearing proper PPE at all times, providing training and coaching as needed.
Verify all employees are using the proper tools and equipment, providing training and coaching as needed.
Perform stand-up safety meetings with teams to increase safety awareness and decrease changes of injury and illness.
Stay informed about industry trends and developments, implementing innovative solutions to enhance service quality and efficiency.

Chemical Management

Maintain an accurate inventory log of all chemicals in warehouse and submit weekly chemical orders based on forecasted need.
Ensure all chemicals are stored, labeled, handled, and transported correctly by all service technicians.

QUALIFICATIONS

Strong leadership skills with the ability to motivate and inspire teams
Thorough understanding of pool operations and chemical automation systems
Advanced problem solving skills and ability to use sound judgment in making decisions
Strong organizational skills and effective multitasking abilities
Excellent time management skills and ability to be a self-starter without micromanagement
Exceptional verbal and non-verbal, written and non-written, communication skills, with a customer-focused approach
Thorough understanding of how CRM systems and Knowledge Base systems work
Ability to interpret data to make informed business decisions or recommendations

Requirements

SUPERVISORY RESPONSIBILITIES

All service technicians in the Orange County territory will report up to the Service Manager.

EDUCATION and/or EXPERIENCE

Experience in the aquatics industry required.
Proven experience in a managerial role, preferably in the aquatics industry
Certified Pool Operator (CPO) License required. License can be obtained within the first 30 days of employment if not already held.
Proficiency in GSuite, MS Office, and other relevant software applications. Must be computer savvy and comfortable using different software programs and apps on a frequent basis.
Valid driver's license required. Must be able to pass a background check, which includes a driver history check.
Must be able to move, lift, carry up to 75lbs

METRICS

Maintain a water safety score of 90 or better
Service orders to be closed in an average of 7 days or less
Maintain profitability for the territory by monitoring payroll to overtime hours, monitoring chemical usage, and monitoring expenditures for technicians

BENEFITS & PERKS

Medical
Dental
Vision
Life
LTD
Pet Insurance
401k Plan
Paid Vacation
Paid Sick Time
Paid Holidays
Floating Holidays
Professional Development
Company Vehicle with Fuel Card
Employee Discount Program

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