Position Summary:

The Service Manager role manages the service department — setting standards, coaching, and holding the service team accountable for service quality, productivity, and customer retention. This is a hands-on leadership role for someone who can build consistent processes, develop frontline leaders, and keep routes running profitably through the seasonal swings of the pool business.

Key Responsibilities:

Leadership & Team Development Manage, coach, and develop service team members Set clear performance expectations and conduct regular one-on-ones, ride-alongs, and performance reviews Build a consistent technical training path so techs are held to the same standard Drive a culture of safety, accountability, and customer-first service Service Operations Own service delivery at the Springdale location: maintenance routes, repairs, warranty work, and equipment installs Standardize processes, checklists, and documentation so the customer experience is the same as Springdale Oversee route design, scheduling, and dispatch efficiency; balance workloads Monitor parts inventory, truck stock, and vehicle fleet condition Manage seasonal ramp-up and ramp-down — openings, closings, and peak-season staffing plans Quality & Customer Experience Resolve escalated customer issues and coach leaders on handling them before they escalate Audit water chemistry standards, repair quality, and job-site professionalism through field inspections Track and reduce callbacks, rework, and missed service stops Work with sales and installation teams to ensure smooth handoffs and warranty coordination Financial & Performance Management Manage service department budget, labor costs, and gross margin Track and report on

KPIs:

technician productivity, first-time fix rate, callback rate, route density, revenue per stop, customer retention, and safety incidents Identify and act on opportunities for service revenue growth (repairs, upgrades, recurring maintenance agreements) Safety & Compliance Enforce safe handling, storage, and transport of pool chemicals in line with OSHA and DOT requirements Maintain compliance with state and local licensing requirements for service and repair work Lead incident investigations and corrective action

Job Type:

Full-time Benefits:

401(k) Dental insurance Health insurance Vision insurance

Work Location:

In person