Lead Service Technician

Abstrakt Marketing Group LLC•Walker, MI

About The Position

Acme Pure Blu is a growing pool and spa service and maintenance company serving customers across West Michigan. The Lead Service Technician is the technical leader of the service team, responsible for solving complex problems, setting field-quality standards, and leading service technicians and assistants. The role emphasizes field excellence rather than scheduling and works closely with field coordinators to deliver strong customer experiences. When encountering unfamiliar issues, the Lead Service Technician researches solutions and adds the knowledge to the company knowledge base. The role combines hands-on pool and spa service with team leadership, technical coaching, quote scoping, quality control, and customer recommendations. It is described as full-time and year-round for the right candidate; seasonal entry with a path to year-round employment may also be available depending on fit.

Requirements

Ability to troubleshoot and repair common pool system issues, including PVC plumbing leaks, electrical problems, gas heater diagnostics and repair, automation and salt systems, and water chemistry.
Ability to teach, coach, and hold others accountable while continuing to perform hands-on work.
Physical capability to perform manual labor, including digging and regularly lifting 50 lbs, and to work in varying weather conditions.
Strong interpersonal skills and professionalism, with a focus on excellent customer service.
Valid driver's license and reliable transportation.
Prior pool service experience is preferred; the company is willing to invest in a candidate with strong mechanical aptitude and the right approach to the work.

Nice To Haves

PHTA certifications.
Prior pool service experience.
Strong mechanical aptitude.

Responsibilities

Lead, manage, and hold Service Technicians and Service Tech Assistants accountable for daily performance, quality, and productivity.
Coach and guide technicians in person and by phone so they can resolve field issues and escalate only exceptions.
Develop the service team's technical skills, identify training and certification needs, and support technicians' progress.
Coordinate daily with the Sr. Field Coordinator to ensure technicians are assigned appropriate jobs and are equipped and staged for their workload.
Take accountability for service outcomes and catch and correct work that falls short.
Perform scheduled field service, including pool openings, closings, service visits, and repairs for residential and commercial accounts.
Diagnose and resolve mechanical, electrical, PVC plumbing, gas heater, automation, salt system, and water chemistry issues on-site.
Serve as the escalation point for complex issues, researching unfamiliar situations and finding solutions.
Maintain current knowledge of equipment, manufacturer requirements, and warranty processes.
Provide accurate technical information for customer quotes and estimates, including diagnosis, parts, labor, and scope of work.
Verify that quotes reflect the work required and communicate on-site scope changes before additional work is performed.
Set and uphold service completion and quality standards, leaving each job site in better condition than it was found.
Ensure job notes, parts used, and time on-site are recorded accurately in Evosus so work orders are ready for billing.
Spot-check completed work and investigate callbacks or repeat issues to identify and resolve root causes.
Ensure service vehicles are stocked and maintained, tools are ready, and inventory needs are communicated.
Identify aging, failing, or inefficient equipment and recommend repair or replacement options to customers.
Identify relevant upsell and cross-sell opportunities, including maintenance plans, equipment upgrades, safety covers, and chemical programs.
Pass qualified opportunities and relevant details to the Sr. Field Coordinator or sales for follow-up and quoting.
Coach technicians to recognize and communicate customer recommendations professionally.
Research solutions to unfamiliar technical problems and incorporate them into the company knowledge base.