Summary of Description:
The Service Manager will be responsible for the operation of a team within a specific geographic territory. Service Managers create an environment of exceptional customer service and inclusion. The Service Manager position is primarily office based and has significant customer contact. The Service Manger is expected to demonstrate a high level of professionalism, model the company core values, and to maintain our high standard of customer care.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Manages a team of service technicians, lead technicians, trainers, and supervisors
Responsible for pool count growth and revenue growth
Managers business profitability by achieving gross margin goals
Provide excellent customer service to all customers and internal stakeholders
Relationship manager for customers and provides solutions to resolve escalated customer complaints
Schedules, coordinates, and optimize pool routes using company software program
Manages staffing decisions, hiring, and terminations of service team
On-site "Welcome to the Company" visits for new customers
Internal support for service and office teams
Provides price quotes for new service and cleaning customers
Trains service team to identify revenue sources for repair team
Manages service team schedule, including vacation and sick time (PTO)
Ensures truck inspections are completed weekly for cleanliness and routine maintenance and notify mechanic of any issue that arises in real-time
Complete paperwork and reporting service requirements to management
Quickly and clearly communicate internally and with customers through email and messaging applications
Perform other related duties as assigned
Education, Licensure and Experience Requirements:
High School Diploma/GED preferred, or equivalent experience
3-years managerial experience preferred
Route Tech/Industry experience is a requirement
Technical knowledge and experience in a service industry is preferred
A high degree of mechanical aptitude and knowledge of swimming pool operations is a plus
Familiarity with the different manufacturers/brands of equipment is go to know
Able to pass a pre-employment background check, drug test, and motor vehicle report
Valid license, 3 years verifiable driving history and clean driving record is required
Competencies/Skills:
Must be patient and methodical
Ability to work independently and to plan, organize and schedule work
Self-motivating with the ability to work efficiently with little oversight
Possess a willingness to communicate and share knowledge and insight with customers in a tactful, respectful manner while presenting a professional image
Ability to quickly learn new software and mobile applications to communicate with team members
Maintain positive and cooperative working relationships with customers, supervisor, and team members
Dedicated to meeting deadlines
Possess strong customer service skills
Excellent verbal, and written communication skills, as well as effective organizational skills
Attention to detail and strong customer service skills
Dependability, punctuality, and trustworthiness
Ability to safely handle and use hand and power tools
Maintain a valid driver’s license
Drive vehicle safely and in accordance with traffic laws. Understand and carry out written directions
Physically, the position requires walking, standing, kneeling, bending over and sitting for long periods of time in an indoor environment. Ability to lift/carry up to 50 lbs. throughout the day.
Environmental Conditions and Physical Requirements:
The environmental conditions and the physical requirements described below are representative of those that must be met by an employee to successfully perform the duties & responsibilities of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties.
Environmental Conditions:
General Office Environment: Noise level in office environment is generally quiet.
Outdoor Service Environment: Position will be exposed to various work conditions, at a variety of client settings. Indoor conditions may have dust, heat, cold, noise, etc. Outdoor conditions may include exposure to the outdoor elements, seasonal weather, damp and/or dusty locations, freezing conditions, and hot conditions. The noise level in the work environment is moderate.