Service Manager

Job Description

Job Description

We are Coastal Pools

Coastal Pools is one of the area’s leading custom pool builders, dedicated to making an impact and creating an extraordinary experience for our customers by building quality pools and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Coastal Pools has been recognized as 2025 Best of Annapolis and Eastern Shore and consistently ranked among the top Pool Builders in the area.

Service Manager Location: Queenstown, Maryland

Salary: $120,000 (commensurate with experience)

Position Type: Full-Time

Department: Service

Reports To: VP of Operations

Job Overview

Coastal Pools is a premier custom pool builder and full-service pool company serving Maryland and Delaware. We are seeking an experienced, hands-on Service Manager to lead our service operations. In this key leadership role, you will manage a team of pool technicians and service staff, deliver exceptional customer experiences, optimize service efficiency, and drive revenue through maintenance, repairs, and upgrades.

You will be the face of our service department—ensuring every client interaction reflects our commitment to quality, professionalism, and complete satisfaction. This is an excellent opportunity for a strong leader with pool industry knowledge (or the drive to quickly acquire it) who thrives in a fast-paced, customer-focused environment.

Key Responsibilities

• Lead, mentor, and develop a high-performing team of pool technicians and service staff, including hiring, training, performance evaluations, and scheduling.
• Oversee all service operations, including routine maintenance, repairs, renovations, and emergency services for residential and commercial pools.
• Evaluate pool conditions on-site, identify mechanical and renovation needs, prepare accurate estimates, and generate quotes to drive additional sales.
• Deliver outstanding customer service by promptly addressing inquiries, complaints, and concerns while building long-term client relationships.
• Optimize technician routes, maintenance schedules, and workflows to maximize efficiency and productivity.
• Conduct regular vehicle inspections to ensure the service fleet is properly stocked, organized, and maintained.
• Manage inventory of parts, chemicals, and equipment; coordinate ordering to minimize downtime.
• Perform pool inspections for real estate transactions and recommend service opportunities.
• Stay current on evolving pool technologies, equipment, and best practices from major manufacturers.
• Implement and enforce service standards, processes, and safety protocols.
• Collaborate with the sales and construction teams to ensure seamless project handoffs and customer experiences.

Qualifications and Requirements

• Proven leadership experience managing a team of 8–10+ technicians or service professionals in a service-oriented industry (pool experience strongly preferred but not required).
• Strong technical knowledge of pool mechanics, equipment, water chemistry, and operations—or demonstrated ability to learn quickly and train others.
• Willingness to obtain and maintain CPO (Certified Pool/Spa Operator) certification (company will support training).
• Excellent customer service and communication skills with the ability to handle difficult situations calmly and professionally (“thick skin” required).
• Strong organizational, logistical, and problem-solving abilities; proficiency with scheduling, routing, inventory management, and basic computer/software systems (Excel, Outlook, PowerPoint).
• Self-starter who can operate independently in a fast-paced environment while prioritizing multiple tasks.
• Valid driver’s license and clean driving record.

Preferred Skills & Attributes

• Background in pool maintenance, construction, or related trades.
• Experience with Pool Office Management or service software.
• Process-oriented mindset with a track record of implementing improvements.
• Passion for the pool industry and delivering “wow” customer experiences.

What We Offer

• Competitive base salary of $120,000 with performance incentives.
• Comprehensive training and ongoing support from our experienced team.
• Supportive, growth-oriented company culture with opportunities for advancement.
• Full benefits package including health insurance, 401(k), PTO, and paid holidays.
• 10 Days PTO after 90 days – Accrual System
• 15 Days PTO Max
• Additional 8 Paid Holidays

If you are a motivated leader ready to elevate our service department and grow with a respected, expanding company, we want to hear from you!