Field Service Manager

Job Description
Job Title: Field Service Manager

Company: Trident Service Group

Location: Buddy's Pool Service Branch; Cockeysville, MD

Company Description:

Trident Service Group is a premier swimming pool service, retail, and construction company enabling backyard entertainment. Founded on a legacy of family-owned businesses dating back to the 1960s, we are committed to delivering exceptional customer service and top-quality solutions. From custom pool construction to expert maintenance and retail offerings, we take pride in providing personalized care and building lasting relationships with our clients. Our service portfolio covers the complete pool & spa category including repair, cleanings, seasonal openings & closings, new construction, and renovation. At Trident, customer satisfaction is at the heart of everything we do. We operate as a family of brands across the Mid-Atlantic region.

Position Summary:

We are seeking a hands-on, people-first leader with strong technical skills to help oversee service operations and tackle the most complex jobs in the field at Buddy's Pool Service LLC, a member of the Trident Service Group family. This role offers a unique opportunity to lead service operations in partnership with the Branch Manager, maintain our A+ customer service reputation, and directly tackle our most interesting projects. The ideal candidate will have a technical home services background, having risen through the ranks as a service technician in the HVAC, electric, plumbing or pool industries. Our industry is evolving, and this individual will preferably have experience with customer service and scheduling IT systems.

Key Responsibilities:

Leadership and Team Management:
•Oversee service and renovation staff in ensuring accountability for exceptional service quality and response times.
•Recruit, train, and manage employees to foster a collaborative, high-performing culture.
•Performs other duties as assigned by the Branch Manager.

Branch Operations:
•Oversee dynamic field service scheduling and ensure adherence to company operational standards.
•Utilize and administer field service software (e.g. Service Titan) and ensure proper use by service technicians.
•Contribute to back-office functions, including invoicing, and HR, as necessary.

Service Department Oversight:
•Take ultimate responsibility for the service department P&L, monitoring financial performance and key metrics.
•Implement strategic plans to grow revenue, control costs, and drive profitability.

Technician Skills:
•Visit customers in the field on a regular basis and complete complex jobs as needed.
•The ability to diagnose and replace complex pool equipment including heaters, salt cells, and automation systems.
•Be the "go to" senior technician for other techs and customers.

Customer Service:
•Manage and respond to customer inquiries when not actively working in the field (~30% of time).
•Support retail operations during our busiest seasonal time periods.
•Uphold and enhance our reputation for fast, friendly, and reliable service, including via online reviews.
•Go above and beyond to address customer needs and deliver outstanding satisfaction for escalated issues.

Requirements

Required Qualifications:
•Must hold an active Maryland Home Improvement License (MHIC)
•Ability to Obtain Pool Technician Certification.
•This position requires vast plumbing, electrical, and mechanical technical knowledge; pool industry experience preferred, but may be supplemented with time in other industries
•Customer-Centric Leader: A strong commitment to providing exceptional customer service that exceeds expectations while leading a diverse team of +20 individuals for +5 years. Strong communication and people skills; able to lead field technicians and customer service staff alike.
•Entrepreneurial Spirit: A motivated self-starter with a passion for driving results and growing the business.
•Ownership Mentality: A long-term thinker who acts as if the branch were their own business. This role includes a target bonus component to reward growth and success.
•Work Ethic: A self-driven professional prepared to work extended hours and weekends during peak season.
•Problem-Solving Skills: A confident decision-maker who can multitask in a fast-paced environment. Comfortable balancing office work with hands-on field work.
•Culture Guardian: A team player who leads by example, fosters trust, and inspires the team to always "do the right thing when no one is watching."
•Tech-enabled Philosophy: Familiarity with CRM and service operations software.
•Must hold a valid driver's license and maintain a clean driving record.
•Must be able to work Monday-Friday, 7:30 a.m.-4:00 p.m., with flexibility for additional hours and weekend hours as needed. Saturday availability expected while in-season.
•Have dependable transportation to work.
•Ability to frequently pull, push, lift equipment and tools in excess of 60 pounds in all weather conditions
•Strong attention to detail and a team-first attitude
•Dependable and punctual, with a positive and professional demeanor
•Either have capability or already possess pesticide certification to apply chemicals
•Have experience in quoting jobs for work requests

Preferred Qualifications (Not Required):
•Experience managing field staff or logistics with dynamic daily route schedules.
•Background in service management or hospitality.

Benefits

Why Join Trident Service Group?

At Trident Service Group, we pride ourselves on creating exceptional swimming pool experiences for our clients. Joining our team means becoming a key player in a company that values quality, innovation, and customer satisfaction. As the Field Service Manager at Buddy's Pool Service, you'll have the opportunity to make a significant impact on our growth and reputation while working in a collaborative and supportive environment.
•Competitive base salary with an attractive target bonus.
•Comprehensive benefits, including health, dental, and retirement plans.
•The chance to lead and grow a branch with a well-established reputation for excellence.
•Professional growth and development opportunities in a supportive environment.

Compensation & Benefits:
•Salaried Position is paid depending on experience + Bonus
•Standard Health & Wellness Benefits: Medical, Dental, and Vision for full-time employees working more than 30 hours per week
•Company Provided Long-Term Disability and Life Insurance
•Retirement Plan with match

How to Apply:

If you have a desire to learn and grow in a new industry, we want to hear from you! Please apply through our website or Indeed posting.