Field Service Manager

Trident Service Group•King Of Prussia, PA

10d•Onsite

About The Position

Trident Service Group is expanding into new markets and is seeking an experienced pool service professional with the technical expertise, leadership ability, and entrepreneurial drive to help launch and grow a new service territory. This is not a traditional desk-based Field Service Manager position. During the initial launch, the Field Service Manager will be a hands-on player-coach responsible for personally servicing customers, diagnosing and completing repairs, quoting, and selling work, developing customer relationships, and establishing Trident's presence in the market. As the customer base and service territory grows, the Field Service Manager will develop additional technicians, build efficient service routes, manage field operations, and assume increasing responsibility for the performance of the market. The objective is to build the service territory from the ground up and develop it into a scalable operation with the potential to become a future standalone Trident branch. This opportunity is ideal for an experienced technician who wants to take the next step beyond servicing pools and have the opportunity to build and lead a business.

Requirements

Minimum 3 years of hands-on pool service experience (Required).
Senior-technician-level knowledge of swimming pool systems and equipment.
Demonstrated ability to diagnose and complete complex service and repair work independently.
Experience with major pool equipment brands, installation, plumbing, recurring maintenance, and seasonal services.
Experience assessing customer needs and quoting service or repair work.
Pesticide certification or ability to obtain required certification.
Pool Technician Certification or ability to obtain certification during the first season.
Home Improvement Contractor (HIC) License or ability to obtain certification when necessary.
Valid driver's license and clean driving record (Required).
Leads from the front and is comfortable working alongside technicians in the field.
Can train and coach junior technicians.
Communicates effectively with customers, technicians, customer service teams, and leadership.
Takes accountability for results rather than waiting for direction.
Makes sound decisions in a fast-moving field environment.
Is comfortable balancing hands-on field work with scheduling, customer communication, quoting, and management responsibilities.
Wants the opportunity to build something rather than simply inherit an existing operation.
Treats the territory as if it were their own business.
Is energized by growth and comfortable operating in a developing market.
Identifies problems and takes initiative to solve them.
Enjoys developing customer relationships and finding opportunities to grow the business.
Is willing to perform whatever work is required during the early stages of the market.
Thinks beyond today's service schedule and considers what is required to build the future team and branch.
Takes pride in creating something that can grow beyond their individual contribution.
Ability to frequently pull, push, and lift equipment and tools weighing more than 60 pounds.
Ability to perform field work in varying weather conditions.
Dependable transportation to work.
Standard schedule of Monday-Friday, 7:30 a.m.-4:00 p.m., with flexibility for overtime and weekend work during peak periods.
Dependable, punctual, professional, and safety-conscious.

Nice To Haves

Previous formal supervisory experience is preferred but not required for the right experienced technician with demonstrated leadership ability.

Responsibilities

Take ownership of launching Trident's service operations within the assigned market.
Build strong relationships with new and existing customers and establish Trident's reputation for exceptional service.
Manage incoming service opportunities, assess customer needs, develop quotes, and sell appropriate repair and service work.
Identify additional customer needs and opportunities while performing work in the field.
Help drive customer acquisition, retention, referrals, and repeat business.
Build customer density and efficient service routes as the market develops.
Execute local growth initiatives in partnership with Trident's customer service, operations, and marketing teams.
Monitor customer, revenue, service, and operational performance against market-launch targets.
Perform scheduled service calls, recurring maintenance, repairs, openings, closings, and other seasonal services.
Diagnose and repair pool equipment across major manufacturers.
Perform equipment installation, plumbing, troubleshooting, and preventative maintenance.
Complete complex service jobs and serve as the senior technical resource for the market.
Maintain high standards for workmanship, safety, documentation, and customer communication.
Ensure work is completed correctly and efficiently the first time.
Serve as the technical "go-to" resource for customers and future technicians.
Help determine when additional field capacity is required based on customer demand, route density, backlog, and service levels.
Work with our Human Resource Team to recruit, onboard, train, and develop technicians.
Lead by example and establish expectations for safety, workmanship, productivity, professionalism, and customer service.
Provide hands-on technical coaching and field support.
Manage technician schedules, workload, and route execution.
Create a collaborative, accountable, and high-performing team culture.
Manage daily field-service scheduling and ensure work is completed according to Trident operating standards.
Maintain visibility into service backlog, customer commitments, estimates, and outstanding work.
Ensure accurate and timely documentation of work performed.
Support inventory, purchasing, vehicle, equipment, and material requirements for the territory.
Partner with Trident's customer service and support teams to resolve customer needs quickly.
Support invoicing and other administrative activities required to operate the territory.
Utilize Trident's field-service technology and operating processes to manage customer and field activity.
Monitor revenue, customer growth, labor productivity, service quality, and other key operating metrics.
Manage expenses and field resources responsibly.
Drive quote follow-up and conversion.
Identify opportunities to increase revenue per customer through appropriate repairs, equipment upgrades, and additional services.
Balance customer growth with service capacity and route efficiency.
Work with Trident leadership to establish growth targets and operating plans for the market.
Implement corrective actions when performance falls below expectations.