Pool Service Manager

Job Description

Description:

Key Responsibilities:

Customer Service

• Receive customer requests and address concerns promptly by providing quotes, scheduling work, and communicating resolution plans to customers.
• Provide quotes for equipment and parts repair and replacement, equipment upgrades.
• Review completed jobs for follow up communication needed with customers, follow up work, and follow up quotes.
• Educate customers about pool maintenance, pool equipment, pool automation, expectations for our services, and troubleshoot issues over the phone.

Job Setup and Job Review

• Set up detailed job instructions for technicians for pool openings, closings, equipment repairs, and equipment installations.
• Assist the dispatcher with scheduling and assigning technicians for work.
• Review completed jobs for quotes needed, follow up work needed, follow up instructions on future service visits, feedback, training, and accountability needed for crews.

Planning and Schedule Management

• Oversee daily operations, including scheduling service routes, optimizing technician assignments, and monitoring service quality.
• Responsible for utilizing management software to plan, monitor, and adjust project assignments, as necessary.
• Think systematically / educate / develop systems / train service technicians to ensure that work is performed properly and reliably.

Billing

• Review route and job completion tickets to check for any errors or omissions.
• Ensure billing reflects all products, services, and labor utilized to complete a job.
• Use deep understanding of pool services / equipment replacement to review job completion tickets / bills for items missed by technicians.

Budget and Resource Management

• Monitor inventory levels of supplies and equipment, placing orders as necessary to ensure uninterrupted service.
• Assist with material procurement and expediting deliveries, as needed.
• Assist with setting up and issuing documentation for pricing and change administration.
• Create cost estimates and budget breakdowns as needed.
• Assist with/audit account receivables, ensuring current pricing, and billing protocols are followed.

Training and Development

• Supervise, train, and mentor pool service technicians, ensuring adherence to company standards and industry best practices.
• Develop and implement staff training programs, including safety protocols and technical skills.

Compensation & Benefits

• Competitive base salary
• Annual discretionary bonus potential. Discretionary in the beginning but moving to being driven off KPIs.
• Healthcare benefits – 100% company paid premiums for employee (~$6,300 cost to co.) Family healthcare insurance is available at cost.
• Dental benefits – 100% company paid premiums for employee (~$400 cost to co.) Family dental insurance is available at cost.
• $10,000 company paid life insurance with additional voluntary life available at employee expense.
• 401k plan with a 4% company match if the employee contributes 5%.
• Vision, STD/LTD available at employee expense.
• PTO: 2 weeks.
• Professional development opportunities supported.

Required Qualifications

• Exhibit Mid-American Pool’s Core Values - Teamwork, Excellence, Customer Focus, Integrity, and Reliability.
• Can succeed in a high-velocity workplace, every piece of information that comes in from customers and technicians needs a response / action taken in real time. i.e., Start a quote, schedule a job, communicate with the technician, etc.
• Proven experience in pool equipment, pool maintenance, repair, or pool service management (2+ years).
• In-depth knowledge of pool chemistry, equipment, and maintenance practices.
• Ability to troubleshoot and resolve technical issues with pool systems and equipment.
• Organizational skills for scheduling, record-keeping, and inventory management.
• Ability to work quickly and effectively under pressure and manage multiple priorities.
• Excellent customer service and communication skills.
• Excellent organization and leadership skills.
• Proficiency with Microsoft Office

Preferred Qualifications

• Previous experience managing pool service teams.
• Sales-minded approach to identifying service opportunities.
• Familiarity with relevant software for scheduling and customer management.

Additional Requirements:

• This is an onsite position at our facility in Erlanger, KY.
• Must be authorized to work in the United States.
• A criminal background check is required.
• Clean motor vehicle report and current driver's license required to be insured and operate company vehicle.
• Drug screens are NOT required for employment but can be required subsequently if warranted.