Service Manager

Landmark Aquatic Inc•Golden, CO

11h

About The Position

The Service Manager position is responsible for coordination between Field and Office Staff, including but not limited to addressing service reports from the Field Team, acting as an internal point of contact, schedule creation, creating and delivering bids for repairs to customers. Answering service requests from customers that come in through the service phone line and service inbox. Ensure the overall needs of each customer are met while representing Landmark Aquatic in a professional and experienced manner.

Requirements

Accredited High School diploma, Business or trade school or GED
Excellent mechanical/electrical/electronic aptitude is beneficial.
Certified Pool Operator
Understanding of water chemistry and how to adjust the balance.
Commercial pool operations
Related technician repair skills
Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
Comfortable with learning new technology
Strong understanding of the aquatics industry
Great customer service
Ability to work with difficult customers
Positive attitude
Ability to work independently AND part of a team
Ability to build relationships and motivate a team
Self-motivated
Energetic
Organization skills
Problem solving
To read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. To write routine reports and correspondence. Ability to speak effectively before customers.
Ability to deal with problems involving a few concrete variables in standardized situations. Ability to define problems, collects data, establish facts, and draw valid conclusions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit. Regularly use hands to finger, use, handle, or feed objects, tools, or controls; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.
The employee must occasionally lift and/or move up to 100 pounds from floor to waist and 50 lbs. from waist to chest unassisted. Specific vision abilities required by this job include close vision, depth perception, color identification and the ability to adjust focus.
The employee will on occasion need to be able to drive Landmark Aquatic van or truck.

Responsibilities

Manage Technician schedule according to customer needs and tech availability
Facilitate communication with field technicians to meet the needs of the customer
Provide technical assistance to field service technicians
Analyze service reports submitted by technicians
Create work orders for jobs to be completed
Create and distribute bids for repairs
Provide support to all team members including Service Management
Order and stage parts for future work/projects
Communicate professionally with various vendors
Oversee pool cover process and orders
Create pool opening and closing letters for all residential customers
Responsible for Customer File System
Organize and oversee trade show presentations
Attend training sessions to further educate staff
Oversee warranty process
Work with other departments within the organization
Communicate with residential and commercial customers
Answer calls on the service department line
Respond to customers and vendors through the service department email address
Troubleshoot and diagnose equipment with customers over the phone
Assist with the AR process for Service
Assist with the hiring process for service technicians
Maintain a safe work environment.
Adhere to all Company and federal and state safety regulations.
Operate vehicle in a safe and courteous manner.
Maintains service vehicle according to Company policy.
Adheres to all company policies and procedures.
Provide an effective, professional, and visible external image of Landmark Aquatic in accordance with company programs and policy