LEAD SERVICE TECHNICIAN

Role Overview The Lead Service Technician is a senior field position responsible for performing complex repairs, troubleshooting issues, training and mentoring junior technicians, and ensuring all service work meets my client's standards. This role requires technical expertise, strong leadership on site, and exceptional documentation and communication skills. The Lead Service Tech is a critical link between the field and management, ensuring repairs are completed correctly, efficiently, and safely. ________________________________________

Advanced Repairs Responsibilities:

Perform advanced repairs including heater diagnostics, plumbing reconstruction, automation troubleshooting, electrical diagnostics, leak detection, liner replacements, and other major repairs. Ensure all work is completed according to my client's technical standards and manufacturer specifications. Troubleshoot complex issues and provide clear repair plans. Log each repair and diagnostic step in the Daily Service Log with detailed notes and photographs.

SOP Guidelines:

1. Review service request and prepare for necessary tools and parts before leaving the shop. 2. On arrival, contact customer with proper ETA and ring the doorbell upon arrival. 3. Have the homeowner point out the problem area and verify the scope of work. 4. Diagnose the problem, logging all findings in the Daily Service Log and documenting with photos. 5. Prepare a cost estimate for labor and parts required to fix the issue. 6. If all necessary parts are on the truck: o Contact the Department Head and/or customer for approval to proceed with the repair. 7.

If parts are missing:

o Log all required parts and labor needed to complete the repair. o Contact the Department Head for approval, schedule a follow-up service call, and notify the customer of the timeline and next steps. 8. Update the Daily Service Log with all communications, approvals, and follow-up actions. ________________________________________

Field Leadership Responsibilities:

Manage on-site operations for assigned service calls. Assign tasks to junior technicians based on skill level and experience. Ensure team adherence to safety protocols, job site cleanliness, and operational efficiency. Conduct quality checks of all work before leaving site. Maintain customer communication, explaining repairs, timelines, and next steps clearly.

SOP Guidelines:

1. Confirm all technicians understand the work plan for the day before leaving the shop. 2. Maintain a professional demeanor with customers at all times. 3. Verify completion of tasks, proper installation, alignment, and functioning of equipment. 4. Take before/during/after photos for each service call. 5. Identify and address any inefficiencies, potential safety hazards, or missing tools/parts. ________________________________________

Technician Training & Mentoring Responsibilities:

Provide hands-on training for junior technicians in all field procedures. Teach equipment identification, diagnostics, plumbing, electrical troubleshooting, and general on-site responsibilities. Monitor junior technicians' adherence to SOPs and provide corrective feedback.

SOP Guidelines:

1. Assign smaller tasks to junior technicians and oversee completion. 2. Demonstrate techniques and best practices on complex jobs. 3. Review Daily Service Logs submitted by junior technicians for accuracy. 4. Encourage questions and provide guidance to improve skill levels. ________________________________________

Documentation Responsibilities:

Document all diagnostics, repair procedures, parts installed, labor time, number of technicians, and weather conditions. Ensure that all jobs are photographed and logged, including openings and closings. Submit accurate and complete reports to the Service Manager in a timely manner.

SOP Guidelines:

1. Complete the Daily Service Log for every service call, including photo documentation. 2. Note all communications with the homeowner and approvals received. 3. Highlight follow-up actions or additional repairs needed. 4. Maintain organized records for accountability and reporting purposes. ________________________________________

Installation & Repair Standards Responsibilities:

Ensure proper installation and repair of all pool equipment, including plumbing, electrical, and automation systems. Conduct leak testing, bonding/grounding, and full system verification before leaving site.

SOP Guidelines:

1. Verify plumbing alignment and correct electrical connections. 2. Ensure all equipment is level, functioning, and fully tested. 3. Confirm customer satisfaction before leaving site. 4. Schedule follow-up if needed and notify Service Manager. ________________________________________ Repair Approval Process This process ensures that all repairs are approved by management and the customer before work begins: 1. Contact the customer with proper ETA before arriving at the job site. 2. Ring doorbell and have homeowner show the problem area. 3. Diagnose the repair and log findings in the Daily Service Log with photographs. 4. Prepare an on-site cost estimate covering all parts and labor required. 5. If all parts are on truck: o Contact the Department Head and/or customer for approval to complete repair. 6.

If parts are missing:

o List all parts and labor required. o Contact Department Head to approve plan and schedule follow-up service call. o Inform the customer of next steps and timeline. 7. Update Daily Service Log with all approvals, communications, and follow-up actions. ________________________________________ Key Expectations Maintain professional and courteous interactions with customers at all times. Demonstrate leadership, accountability, and technical expertise consistently. Follow all SOPs precisely and maintain clean, organized work sites. Ensure complete documentation and photo records for every job. Train and mentor junior technicians while maintaining efficiency and safety. #INDW3