Service Manager Aquafinity

Heritage Pool Supply Group•Santa Ana, CA

8d•Hybrid

About The Position

The Service Manager plays a critical leadership role within Aquafinity’s Technical Services division. This position is responsible for overseeing all aspects of field service operations, technician development, customer technical support, and project execution. As the primary leader of the service team, this role ensures that service standards, technical expertise, and operational processes align with Aquafinity’s goals for excellence, efficiency, and customer satisfaction. This individual may lead a team of field technicians, oversee complex installation and maintenance projects, develop and implement service processes, and collaborate closely with sales, scheduling, and upper management. They will also provide support, mentoring, and training, ensuring that both our team and our customers receive best-in-class service and support.

Requirements

Strong leadership, mentoring, and interpersonal skills.
Expert-level knowledge of aquatic systems, pumps, motors, water chemistry, and filtration.
Proficiency in ERP systems, project management tools, and payroll software.
Strong organizational and multitasking abilities with excellent problem-solving skills.
Clear and professional communication skills for interaction with clients, team members, and management.
Financial acumen and experience managing departmental budgets.
Certified Pool Operator (CPO) or Aquatic Facility Operator (AFO) certification preferred or required within 6 months of hire.

Nice To Haves

Bachelor’s degree in Business Management, Construction Management, Engineering, or a related field preferred.
Equivalent combination of education and 5+ years of experience in the aquatics industry, service operations, or project management considered.

Responsibilities

Supervise, train, mentor, and evaluate service technicians and field personnel across assigned regions.
Establish performance standards, conduct regular technician assessments, and create individualized development plans.
Oversee technician recruitment, onboarding, discipline, and performance reviews.
Foster a culture of safety, accountability, and continuous learning.
Administrate on-site training, ride-alongs, and workshops for new and existing technicians.
Provide technical assistance to territory sales managers and support sales efforts by contributing expertise during project bids and client presentations.
Oversee daily field operations, including scheduling, technician deployment, and workload balancing.
Manage service routes and collaborate with scheduling and inside service teams to ensure efficiency and timely project completion.
Develop and implement standard operating procedures (SOPs) to improve service quality, safety, and operational efficiency.
Coordinate safety programs, ensure certification compliance, and enforce adherence to company policies and regulatory standards.
Lead and manage multiple projects simultaneously, from planning through post-construction support.
Conduct job site visits, oversee bids, contracts, permitting, and installation documentation.
Monitor equipment and inventory levels and coordinate procurement as needed.
Audit completed work for quality control and adherence to company standards.
Act as the main point of contact for customers on all technical and service-related matters.
Respond promptly to customer inquiries, resolve complaints, and ensure high satisfaction levels.
Provide remote and on-site technical support to clients when required.
Support the growth of preventative maintenance programs and other service-related revenue streams.
Assist in the preparation and management of departmental budgets, including expense tracking and revenue forecasting.
Identify and pursue opportunities for revenue growth through enhanced service offerings and preventative maintenance sales.
Contribute technical expertise to business development initiatives and strategic planning.
Remain available for emergency calls and respond promptly to critical service issues.