Field Support Specialist

National Pool Partners, Inc.•Scottsdale, AZ

just now•Onsite

About The Position

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. This role involves performing pool cleaning, maintenance, and water balancing, diagnosing pool issues, and serving as a primary resource for technicians on operational standards, tools, systems, and best practices. The Field Support Specialist will also train and onboard new technicians, conduct quality control checks, support route coverage, manage escalated customer interactions, provide quotes, and maintain vehicle and inventory. Key Contributions include performing pool cleaning, maintenance, and water balancing; diagnosing and preparing pools; training new technicians; conducting quality control; supporting route coverage; managing customer escalations; providing quotes; and maintaining inventory. Success is measured by metrics such as Route Completion Rate, Missed Service Rate, Callback Rate, Quality Control Pass Rate, Customer Satisfaction (CSAT), Technician Ramp Success Rate, Training Effectiveness, Route Coverage Reliability, Inventory Accuracy, and Safety Compliance. This role impacts growth by improving scalability through technician development, protecting revenue via consistent route coverage, enhancing customer retention through high-quality service, and driving operational efficiency by reducing callbacks and inconsistencies.

Requirements

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.

Nice To Haves

2–3+ years of pool service experience with demonstrated leadership or training responsibilities.
Certified Pool Operator (CPO) or equivalent certification.

Responsibilities

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.