Pool Field Support Specialist

Job Description

Job Description

Description:

Purpose

Execute pool service operations while supporting team performance through leadership, training, and quality control, ensuring consistent service delivery, customer satisfaction, and operational efficiency across routes.

Key Contributions

• Perform pool cleaning, maintenance, and water balancing across assigned and overflow routes.
• Diagnose pool issues, prepare new or troubled pools, and ensure readiness for ongoing service.
• Serve as a primary resource for technicians on operational standards, tools, systems, and best practices.
• Train and onboard new technicians through field instruction, ride-along, and classroom sessions.
• Conduct quality control checks, follow-ups, and corrective actions to ensure service standards are met.
• Support route coverage to eliminate missed service and maintain customer commitments.
• Manage escalated customer interactions and provide solutions to service issues.
• Provide quotes and recommendations for service improvements or new customers.
• Maintain vehicle, equipment, and chemical inventory to ensure operational readiness.
• Communicate effectively with internal teams and customers to ensure alignment and service clarity.

Success Metrics

• Route Completion Rate: = 98% of assigned and supported routes completed weekly.
• Missed Service Rate: = 2% of total scheduled pools.
• Callback Rate: = 5% of pools requiring re-service due to quality issues.
• Quality Control Pass Rate: = 95% of pools pass QC inspections without corrective action.
• Customer Satisfaction (CSAT): = 90% positive feedback on service interactions.
• Technician Ramp Success Rate: = 85% of new hires meet performance standards within 30–60 days.
• Training Effectiveness: = 90% of trainees successfully complete onboarding and required certifications.
• Route Coverage Reliability: = 98% coverage during technician absences or peak demand.
• Inventory Accuracy: = 95% accuracy on chemicals, tools, and truck stock.
• Safety Compliance: 100% adherence to safety protocols (zero preventable incidents).

Growth Impact

• Improves scalability by developing technician capability and reducing ramp time for new hires.
• Protects revenue through consistent route coverage and minimized missed services.
• Enhances customer retention by maintaining high-quality service standards and resolving escalations.
• Drives operational efficiency by reducing callbacks, rework, and service inconsistencies.

Capabilities & Strengths

• Leadership and coaching ability to develop technicians and reinforce performance standards.
• Strong problem-solving skills with the ability to resolve technical and customer issues effectively.
• High accountability and organizational discipline to manage multiple routes, priorities, and team needs.

Required Qualifications

• Valid driver’s license with clean driving record and ability to pass pre-employment requirements.
• 3+ year of pool service or related field experience.
• Ability to perform physical job requirements in outdoor environments.
• Experience training, mentoring, or leading field service teams.

Preferred Qualifications

• 2–3+ years of pool service experience with demonstrated leadership or training responsibilities.
• Certified Pool Operator (CPO) or equivalent certification.