Service Manager

About the Company

Our client is a premier custom pool builder and full-service pool company serving Maryland and Delaware.

About the Role

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.

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

• 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

• 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.

Pay range and compensation package

$120,000