Head of Sales & Customer Service

Mainely Tubs, New England's leading retailer and servicer of hot tubs, swim spas, and saunas for over 40 years, is looking for a friendly, driven and team-oriented Service Manager to become part of the team based in Scarborough, Maine.

We are 100% Employee Owned and are growing rapidly, with showrooms in Maine, Massachusetts, New Hampshire, and Rhode Island. Mainely Tubs is proud to have been named to the list of Best Places to Work in Maine in 2021, 2022, 2023, 2024 and 2025, as well as 2025 global Dealer of the Year for the two hot tub brands that we represent, Hot Spring and Caldera.

To ensure a seamless onboarding experience and long-term success, there will be an opportunity to work alongside the current Service Manager during this transition period and will benefit from hands‑on training, operational insight and ongoing support.

Position entails oversight of our growing service department, including managing and supporting our team of 30 Field Service Technicians and 3 in‑house refurbishment Technicians. Our Service operations cover Maine, New Hampshire, Massachusetts, and Rhode Island, and the Service Manager will work to ensure internal and external customer satisfaction, grow Service Department revenues, develop and monitor department Key Performance Indicators (KPIs), and attract and retain outstanding talent. The Service Manager will also oversee direct reports, including Service Technician Supervisors, and run our weekly meeting with our Tech Leads.

Successful candidates must be experienced in Department Management, including developing and managing a budget and strategic plan, handling Customer Service escalations, People Management, and Financial and Operational reporting, including the use of Excel for tracking and reporting department and financial KPIs.

100% employee‑owned, and all team members begin receiving annual grants of company stock in their second year.

3‑5+ years in management, preferably in a service or delivery/route/logistics department.

Possess the qualities of humility, hunger/drive, and “people smarts”/interpersonal skills.

Strong customer service skills, including an advanced ability to de‑escalate conflict.

Advanced computer skills and business acumen (proficiency with Microsoft Office applications – Excel, Outlook, Word).

Excellent time management & organizational skills, the ability to multi‑task is essential.

Ability to travel to showrooms/warehouses throughout New England for service meetings and training.

Understanding of general construction, electrical, and plumbing is desirable.

Collaborate with our Department Managers for Sales, Delivery and Accounting on jointly solving cross‑department problems.

Develop and maintain effective department processes to measure and maintain customer satisfaction.

Resolve and/or elevate customer issues to ensure prompt and satisfactory resolution.

Review billing disputes and respond promptly to the customers and accounting.

Manage and lead a growing department of 35+ Field and in‑house Technicians.

Recruit, hire, develop and retain key talent in the Service Department; manage onboarding and training.

Implement new policies and procedures as required.

Master the use of all company software.

Prepare and report on the department's financial and operating KPIs.

Work with our Inventory Specialists on processes to maintain accuracy regarding vehicle inventory.

Participate in weekly Operations and Department Head meetings with senior management.

Create department goals and budgets that align with Company financial and operational objectives.

Maximize department performance through goals/objectives, coordination, and delegation of duties.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, familial status, age, physical or mental disability, pregnancy, sexual orientation, gender identity, genetic information, veteran status, or any other characteristic protected by law.

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