Service & Technician Manager

Job Description

Job Description

Position Summary

The Service & Technician Manager is responsible for leading CPS Outdoors' Service and Mechanical Departments while serving as the primary point of contact for clients on all service, warranty, equipment, and mechanical-related matters after project completion. This role also oversees the installation and setup of equipment throughout project construction, ensuring all equipment is properly installed, configured, and operational prior to project completion. The Service & Technician Manager ensures every client receives an exceptional ownership experience by coordinating technicians, resolving issues quickly, maintaining clear communication, and protecting the CPS Outdoors reputation for quality and service.

Key Responsibilities

Client Experience

• Serve as the primary contact for all service, warranty, and mechanical issues.

• Build long-term relationships with clients through proactive communication.

• Respond promptly to client concerns and coordinate timely resolutions.

• Conduct site visits when necessary.

• Manage difficult situations professionally.

• Ensure every interaction reflects the luxury level of the CPS Outdoors brand.

Department Leadership  

• Lead all service technicians and mechanical personnel.

• Schedule workloads and maximize efficiency.

• Recruit, train, coach, and develop employees.

• Conduct team meetings and performance reviews.

Operations Management

• Oversee service calls, warranty work, repairs, and mechanical installations.

• Coordinate with Construction, Project Management, and Plumbing departments.

• Ensure jobs are completed on schedule and within budget.

• Miscellaneous tasks as requested by management.

Financial Responsibility

• Manage budgets, review estimates, monitor profitability, and identify service revenue opportunities.

Quality Control

• Inspect completed work, improve procedures, and monitor response and resolution times.

Inventory & Fleet

• Oversee service vehicles, tools, inventory, and equipment.

Safety

• Enforce OSHA and company safety standards.

Performance Metrics (KPIs)

Client satisfaction, response time, completion time, first-time fix rate, warranty cost percentage, technician productivity, billable labor utilization, department profitability, service revenue growth, repeat service issues, and Google reviews.

Qualifications

• 7+ years managing pool service, construction service, or mechanical operations.

• Strong knowledge of pool equipment, plumbing, hydraulics, and automation.

• Proven leadership experience.

• Excellent communication and customer service skills.

• Strong organizational abilities.

• Service management software experience preferred.

• Valid driver's license.

Leadership Expectations

Be the trusted face of CPS Outdoors after construction is complete. Take ownership of every client issue until fully resolved. Lead by example with professionalism and accountability. Develop a high-performing, profitable service department.

Success Looks Like

Clients feel supported long after their pool is completed. The department is responsive, disciplined, profitable, and consistently delivers a luxury ownership experience that generates referrals and repeat business.