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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.Â
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.
Requirements
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.
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