Field Service Manager

Company Description:

Trident Service Group is a premier swimming pool service, retail, and construction company enabling backyard entertainment. Founded on a legacy of family-owned businesses dating back to the 1960s, we are committed to delivering exceptional customer service and top-quality solutions. From custom pool construction to expert maintenance and retail offerings, we take pride in providing personalized care and building lasting relationships with our clients. Our service portfolio covers the complete pool & spa category including repair, cleanings, seasonal openings & closings, new construction, and renovation. At Trident, customer satisfaction is at the heart of everything we do. We operate as a family of brands across the Mid-Atlantic region.

Position Summary:

We are seeking a hands-on, people-first leader to oversee the service operations at Apollo Pools - King of Prussia, a member of the Trident Service Group family. This role offers a unique opportunity to lead service operations, drive growth, and maintain our A+ customer service reputation. The ideal candidate will have an ownership mentality, a passion for leadership, and a strong work ethic to help shape the future of our business. Our industry is evolving, and this individual will preferably have experience with customer service-oriented IT systems, change management and championing new initiatives.

Key Responsibilities:

Leadership and Team Management:

• Oversee service staff in ensuring accountability for exceptional service quality and response times.
• Intake all renovation leads, create quotes and sell projects to achieve monthly targets.
• Directly manage customer service staff in support of field operations and projects.
• Recruit, train, and manage employees to foster a collaborative, high-performing culture.

Branch Operations:

• Oversee dynamic field service scheduling and ensure adherence to company operational standards.
• Contribute to back-office functions, including invoicing, and HR, as necessary.
• Lead in branch inventory management and purchasing.

Service Department Oversight:

• Take ultimate responsibility for the service department P&L, monitoring financial performance and key metrics.
• Implement strategic plans to grow revenue, control costs, and drive profitability.

Customer Service:

• Uphold and enhance our reputation for fast, friendly, and reliable service, including via online reviews.
• Serve as a hands-on leader who ensures customers receive the highest level of care and satisfaction.
• Go above and beyond to address customer needs and deliver outstanding satisfaction for escalated issues.

Technician Skills:

• Visit customers in the field on a regular basis
• Complete complex jobs as needed
• Be the "go to" senior technician for other techs and customers Qualifications Based on

Your Background:

• This position requires a vast knowledge of the pool industry with a senior technician level understanding
• Hold a PA Pesticide Certification
• Obtain Pool Technician Certification.

Customer-Centric Leader:

A strong commitment to providing exceptional customer service that exceeds expectations while leading a diverse team of +20 individuals for +5 years. Strong communication and people skills; able to lead field technicians and customer service staff alike.

Entrepreneurial Spirit:

A motivated self-starter with a passion for driving results and growing the business.

Ownership Mentality:

A long-term thinker who acts as if the branch were their own business. This role includes a target bonus component to reward growth and success.

Work Ethic:

A self-driven professional prepared to work extended hours and weekends during peak season.

Problem-Solving Skills:

A confident decision-maker who can multitask in a fast-paced environment. Comfortable balancing office work with hands-on field work.

Culture Guardian:

A team player who leads by example, fosters trust, and inspires the team to always "do the right thing when no one is watching."

Tech-enabled Philosophy:

Familiarity with CRM and service operations software.

• Must hold a valid driver's license and maintain a clean driving record.
• Must be able to work Monday-Friday, 7:30 a.m.-4:00 p.m., with flexibility for overtime or weekend hours as needed.
• Have dependable transportation to work.
• Ability to frequently pull, push, lift equipment and tools in excess of 60 pounds in all weather conditions
• Strong attention to detail and a team-first attitude
• Dependable and punctual, with a positive and professional demeanor
• Either have capability or already possess pesticide certification to apply chemicals
• Have experience in quoting jobs for work requests Preferred Qualifications (Not Required):
• Experience managing field staff or logistics with dynamic daily route schedules.
• Background in service management or hospitality.

Why Join Trident Service Group? At Trident Service Group, we pride ourselves on creating exceptional swimming pool experiences for our clients. Joining our team means becoming a key player in a company that values quality, innovation, and customer satisfaction. As the Field Service Manager at Apollo, you'll have the opportunity to make a significant impact on our growth and reputation while working in a collaborative and supportive environment.

• Competitive base salary with an attractive target bonus.
• Comprehensive benefits, including health, dental, and retirement plans.
• The chance to lead and grow a branch with a well-established reputation for excellence.
• Professional growth and development opportunities in a supportive environment.

Compensation & Benefits:

• Salaried Position is paid depending on experience

Standard Health & Wellness Benefits:

Medical, Dental, and Vision for full-time employees working more than 30 hours per week

• Company Provided Long-Term Disability and Life Insurance
• Retirement Plan with match

Pay:

$60,000.00 - $80,000.00 per year

Benefits:

Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance

Experience:

Supervisor:

2 years (Preferred)

Pool Service:

3 years (Required)

License/Certification:

Driver's License (Required)

Work Location:

In person