Service Operations Manager

Westport Pools is a growing 50-year-old organization that has evolved into a “one-stop shop” to serve the aquatic needs of our customers. The manager will be responsible for representing Westport Pools, our high-quality product lines, and the chemicals we sell in the marketplace. We believe our high expectations of people, products, and services make us be the premier pool service company. We offer a great work environment with a team of experienced personnel who are all committed to serving the customer and working together to achieve success.

Summary: 

  The Service Manager is responsible for coordination between Field and Office Staff, including but not limited to addressing service reports from the Field Team, acting as internal point of contact, schedule creation, creating and delivering bids for repairs to customers. Answering service requests from customers through the service phone line and service inbox. Ensure the overall needs of each customer are met while representing Westport Pools in a professional and experienced manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES  ( Other duties may be assigned)

• Manage Technician schedule according to customer needs and tech availability
• Facilitate communication with field technicians to meet the needs of the customer
• Provide technical assistance to field service  technicians
• Analyze service reports submitted by technicians
• Create work orders for jobs to be completed
• Create and distribute bids for repairs
• Provide support to all team members including Service Management
• Order and stage parts for future work/projects
• Communicate professionally with various vendors
• Oversee pool cover process and orders
• Create pool opening and closing letters for all residential customers
• Responsible for customer file system
• Organize and oversee trade show presentations
• Attend training sessions to educate staff further
• Oversee warranty process
• Work with other departments within the organization
• Communicate with residential and commercial customers
• Answer calls on the service department line
• Respond to customers and vendors through the service department email address
• Troubleshoot and diagnose equipment with customers over the phone
• Assist with the AR process for Service
• Assist with the hiring process for service technicians
• Maintain a safe work environment. Adhere to all company, federal, and state safety regulations. Operate vehicle in a safe and courteous manner. Maintains service vehicle according to Company policy. Adheres to all company policies and procedures.
• Provide an effective, professional, and visible external image of WESTPORT POOLS in accordance with company programs and policy which includes:
• Professional personal communications

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Accredited High School diploma, Business or trade school or GED
• Excellent mechanical/electrical/electronic aptitude is beneficial.
• Certified Pool Operator
• Understanding of water chemistry and how to adjust the balance.
• Commercial pool operations
• Related technician repair skills

OTHER SKILLS and ABILITIES

• Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
• Comfortable with learning new technology
• Strong understanding of the aquatics industry
• Great customer service
• Ability to work with difficult customers
• Positive attitude
• Ability to work independently AND part of a team
• Ability to build relationships and motivate a team
• Self-motivated
• Energetic
• Organization skills
• Problem solving

LANGUAGE SKILLS:

To read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. To write routine reports and correspondence. Ability to speak effectively before customers.

REASONING ABILITY:

Ability to deal with problems involving a few concrete variables in standardized situations. Ability to define problems, collects data, establish facts, and draw valid conclusions.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is occasionally required to stand, walk, and sit. Regularly use hands to finger, use, handle, or feed objects, tools, or controls; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.

The employee must occasionally lift and/or move up to 100 pounds from floor to waist and 50 lbs. from waist to chest unassisted. Specific vision abilities required by this job include close vision, depth perception, color identification, and the ability to adjust focus.

The employee will occasionally need to be able to drive a Westport Pools van or truck.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is usually moderate.