Position Summary: The Pool Technician Supervisor is responsible for overseeing the day-to-day operations of the service department in a pool service company. This role involves coordinating service requests, working with technicians, ensuring high-quality customer service, and optimizing operational efficiency to meet client expectations. Must have knowledge in Pool Maintenance and Service.
Responsibilities:
Service Department Management:
· Oversee the overall operations of the service department, ensuring efficient and effective service delivery.
- Develop and implement service policies, procedures, and standards to improve productivity and customer satisfaction.
- Plan and schedule service appointments, ensuring timely response and resolution of customer inquiries and requests.
- Monitor service performance metrics and implement corrective actions to achieve departmental targets.
Technician Management:
- Support a team of service technicians, providing guidance, training, and performance feedback.
- Assign service tasks to technicians based on expertise, availability, and workload.
- Monitor and evaluate technician performance, ensuring adherence to quality standards and service protocols.
- Conduct regular performance reviews and implement development plans to enhance individual and team performance.
Customer Relationship Management:
- Establish and maintain strong customer relationships, acting as a point of contact for escalated service issues.
- Address customer complaints, resolve conflicts, and ensure a high level of customer satisfaction.
- Collaborate with the sales team to identify upselling and cross-selling opportunities to existing customers.
- Foster a customer-centric culture within the service department, emphasizing responsiveness and proactive communication.
Inventory and Supply Management:
- Monitor inventory levels of service equipment, tools, and supplies, ensuring availability for service technicians.
- Coordinate with vendors and suppliers to procure necessary inventory items at optimal costs.
- Implement inventory control measures to minimize waste, loss, and theft.
- Develop and maintain accurate records of inventory usage, replenishment, and related documentation.
Process Improvement and Efficiency:
- Identify opportunities to streamline service processes, reduce costs, and improve operational efficiency.
- Collaborate with cross-functional teams to implement process enhancements and automation solutions.
- Continuously evaluate service workflows, seeking innovative approaches to optimize service delivery and resource utilization.
Qualifications and Skills:
- Proven experience in service operations management or a similar role within the pool service industry.
- Strong knowledge of pool service operations, maintenance, and repair.
- Experience with ServiceTitan software is highly preferred.
- Excellent leadership and team management skills.
- Exceptional customer service and communication abilities.
- Proficient in using service management software and tools.
- Strong problem-solving and decision-making skills.
- Detail-oriented and highly organized.
- Ability to work effectively in a fast-paced, deadline-driven environment.
- Bi-lingual Preferred
Salary Range: $65,000-$70,000
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Rosedale, MD 21237: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Do you have pool service experience?
Experience:
- Service: 5 years (Preferred)
Work Location: In person