Repair Manager

Job Description

Job Description

Description:

Who We Are

Our mission at Poolie is to set new standards in pool service, consistency, professionalism, and customer satisfaction. From day one, our goal has been to raise the bar in pool service by combining expertise, integrity, and a commitment to customer satisfaction.

Today, we’re one of the fastest-growing pool service companies in Texas, trusted by thousands of residential and commercial customers. Our team is built on collaboration, respect, and pride in a job well done, and we believe that when our people succeed, our customers do too.

What We Offer

• Competitive Compensation: Competitive base salary plus performance-based bonuses tied to department revenue and KPI goals
• Medical, Vision, and Dental Insurance
• Short and Long-Term Disability paid for by company
• Paid Time Off (PTO)
• 10 Company Holidays
• Training and Development Opportunities
• Employee Purpose Plan

Schedule

• Full-time position, Monday–Friday, 8:00 AM–5:00 PM.
• Occasional flexibility required during peak season or for emergency customer escalations.

What You’ll Do

As the Repair Manager, you will serve as the operational backbone of Poolie’s repair department, driving daily workflow efficiency, team productivity, sales performance, and revenue growth.

In this leadership role, you will oversee Repair Coordinators and Repair Technicians to ensure seamless scheduling, strong quote conversion, effective follow-up, flawless warranty management, and exceptional customer satisfaction.

This role combines hands-on operational leadership with technical oversight and a strong sales mindset. You will play an active role in driving quote conversions and department revenue while ensuring field teams meet strict quality standards, hit performance targets, and uphold Poolie’s commitment to reliability and service excellence.

Responsibilities

• Oversee Coordination & Scheduling: Ensure all approved quotes are scheduled in Pool Brain within 24 hours, keeping the repair schedule booked at least two days in advance while preserving emergency capacity. Oversee recurring filter service assignments 30 days prior to due dates.
• Drive Sales, Quoting & Revenue Conversion: Take an active role in driving sales and department revenue by overseeing quote classification, follow-up, and conversion. Ensure all internal and external leads are processed through Pool Brain, enforce the 24-hour follow-up SLA via HubSpot, and track quote-to-sale conversion rates across phone, text, and email.
• Support Customer Sales Conversations: Help identify opportunities to convert customer needs into repair solutions while ensuring recommendations are clear, honest, and focused on the customer's best interests. Support the team in following up on open quotes and overcoming barriers to conversion.
• Elevate Customer Experience: Monitor customer tickets and communications in HubSpot and Podium. Enforce clear, empathetic, and solution-focused interactions while ensuring timely issue resolution and Quality Control (QC) field visits.
• Lead & Develop Technical Teams: Serve as the primary liaison for internal repair team communications. Lead weekly technician meetings using the 90 Tools framework, track team KPIs, and build individual career progression plans for technicians.
• Manage Payroll & Performance: Oversee payroll approvals for repair technicians, ensuring accurate tracking of hours, bonuses, and revenue targets tied to Technician Salary Tiers.
• Recruit & Onboard: Partner with HR to recruit, interview, onboard, and manage performance for technicians, including proper documentation and compliance.
• Ensure Compliance & Licenses: Track active technical certifications and safety protocols, and ensure all technicians performing electrical services maintain valid Texas Residential Appliance Installer Licenses (RAIL).
• Warranty Operations: Prioritize warranty repair scheduling to minimize customer downtime and secure manufacturer parts credits.

Requirements:

What We’re Looking For Must-Haves

• 3+ years of experience in an operational management, service coordination, field operations leadership, or similar management role.
• Strong interest in sales and revenue growth, with the ability to actively drive quote conversions and support business growth.
• Comfortable engaging with customers and leading conversations related to repair recommendations, open quotes, and services.
• Strong team leadership skills with experience managing field technicians and support personnel.
• Proficiency with field service software (Pool Brain or similar), CRM platforms (HubSpot), and messaging systems (Podium).
• Demonstrated ability to manage schedules, track KPIs, and enforce operational SLAs in a fast-paced environment.
• Strong communication, problem-solving, conflict-resolution, and customer service abilities.
• Knowledge of payroll tracking, incentive structures, and performance documentation.
• Results-driven mindset with a sharp focus on operational efficiency, sales performance, quote conversion, and revenue targets.
• TEAM mindset—believes that operational success is achieved together.

Nice-to-Haves

• Direct experience within the pool service, repair, or renovation industry.
• Experience in a sales, account management, or revenue-driving role.
• Familiarity with Texas Residential Appliance Installer License (RAIL) requirements or active CPO certification.
• Experience processing manufacturer warranty claims.