Service Department Service Manager

Job description:

Position Summary

The Service Manager at Pegasus Pools is responsible for overseeing all aspects of the pool service department, including scheduling, team management, bidding jobs, startups and ensuring high-quality service for residential clients. This role involves managing a team of service technicians, maintaining strong client relationships, and ensuring all services, such as cleaning, maintenance, and repairs, are completed to company standards.

Essential Duties & Responsibilities

Service Operations Management:

• Oversee day-to-day operations of the pool service department, ensuring all scheduled, repairs, and cleanings are completed on time.
• Develop and implement efficient workflows and service procedures to optimize team performance.
• Ensure all service activities comply with safety standards and industry regulations.

Team Leadership & Development:

• Lead, supervise, and mentor a team of service technicians, providing ongoing training and professional development opportunities.
• Assign daily routes and tasks to service technicians, ensuring proper coverage and workload balance.
• Conduct performance evaluations and address any performance issues or concerns.

Client Relations:

• Serve as the main point of contact for clients regarding service inquiries, scheduling, and problem resolution.
• Handle escalated service issues or complaints and work to resolve them quickly and professionally.
• Ensure clear and consistent communication with clients regarding service schedules, issues, and follow-ups.

Inventory & Equipment Management:

• Oversee inventory of tools, chemicals, and supplies required for servicing pools, ensuring timely ordering and adequate stock levels.
• Manage the service division and repair of service vehicles and equipment, ensuring they are in good working order.

Scheduling & Dispatching:

• Develop and manage the service team’s schedules to ensure timely completion of all pool services.
• Monitor dispatch efficiency and address any delays or conflicts to ensure minimal service interruptions.

Budget & Cost Control:

• Monitor department expenses and assist in budget preparation.
• Track service costs and implement measures to reduce expenses without compromising quality.

Reporting & Documentation:

• Maintain accurate records of all service activities, including work orders, repairs, and customer interactions.
• Provide regular reports on department performance, including technician productivity, customer satisfaction, and service outcomes.
• Assume all other duties as assigned by management.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in business administration, management, or a related field preferred.
• Certifications in pool operations or maintenance (CPO, AFO) are highly desirable.
• 3+ years of experience in pool service or maintenance, with at least 2 years in a supervisory or management role.
• Strong technical knowledge of pool systems, including plumbing, filtration, chemicals, and electrical components.
• Strong leadership and team management skills.
• Excellent customer service and problem-solving abilities.
• Proficiency in Microsoft Office Suite and service management software.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Ability to communicate clearly and effectively with both clients and team members.

Physical Demand

· Must be able to lift and move up to 50 pounds of pool supplies or equipment.

· Regularly required to stand, walk, and kneel for extended periods while performing pool maintenance tasks.

· Use hands to handle, control, or feel objects, tools, or controls.

· Frequently required to reach with hands and arms, talk, and hear.

· May work in various weather conditions, including heat, humidity, and outdoor environments.

Work Environment

· The Service Manager will divide time between office work and field operations, including regular on-site inspections and client visits.

· Exposure to outdoor weather conditions and chemicals used in pool maintenance is expected.

· Occasional visits to outdoor pool sites, which may involve exposure to various weather conditions, including heat, cold, rain, or humidity.

Work Hours/Schedule

· Typically scheduled to work 40 hours per week, Monday through Friday.

• Take home truck provided

· Regular office hours from 7:00AM to 4:00 PM

· During peak pool maintenance seasons (spring and summer), hours may extend slightly to accommodate increased workload.

· May be required to work occasional weekends or holidays during high-demand periods or to address urgent maintenance requests.

Benefits:

• Health insurance
• Paid time off
• Professional development assistance

Experience:

• Strong technical knowledge of pool systems: 3 years (Required)
• Pool Service or pool maintenance: 3 years (Required)
• strong leadership and management skills: 3 years (Required)

Work Location: In person