Do you enjoy supporting others and using your problem-solving skills to provide top notch customer service? Are you adept at troubleshooting pumps, motors, filters and chemical controllers and leading a team of service technicians in the maintenance of commercial pools and water features?
We are looking for a Service Manager who is adaptable and flexible as priorities shift and change and is a hands-on trainer and team leader. The ideal candidate is open to learning and implementing new technology and someone who can problem solve in the moment and also plan for long-term goals. This person will support our teams both in the office and in the field as we provide superior maintenance and customer service in the water feature and commercial aquatic industry. Our corporate headquarters is based in Yorba Linda, California.
Keep reading IF:
YOU DISPLAY A LEADERSHIP PRESENCE and lead by example, explaining expectations clearly and displaying a helpful and compelling demeanor when directing others. You focus on helping others to succeed through both encouragement and accountability.
YOU ARE A DETAIL ORIENTED PROBLEM SOLVER with a high degree of follow through as you are solving multiple small and big problems daily. You embrace different approaches and mindsets and you are not above ‘rolling up your sleeves’ to get the work done properly.
YOU DISPLAY EXCELLENT COMMUNICATION SKILLS with a direct and motivating style who cares about supporting and setting teams up for success. Ability to adjust to different communication styles for the best outcomes whether speaking to a client, office staff or service technicians.
ESSENTIAL DUTIES MAY INCLUDE:
In the first 30 days and ongoing:
- Work closely with Service Coordinator to ensure daily routes for technicians are scheduled and dispatched daily and understand clear responsibilities for how to manage incoming customer calls and complaints.
- Display ability to independently visit accounts and troubleshoot issues or complaints, which could include assigning technicians to resolve the issue or performing the work directly, ensuring customer satisfaction and resolution is the top priority.
- Drive with and observe each Service Technician to get to know each team member and their current route, learn each account, and begin to assess areas for training and development.
Within the 3rd month mark and ongoing:
- Show working competency and problem-solving abilities with inbound customer requests or issues and responds in a timely manner.
- Continues to conduct regular review of the Service Team’s work of maintenance for the highest quality work. Provides real-time feedback to Service Technicians when there are issues or different ways to handle maintenance.
- Shows competency leveraging technology to regularly communicate with Service Technicians and internal teams efficiently.
- Create and implement measurable datapoints to gauge the Service Department’s performance.
- Regularly attend job walks and equipment inspections and identify issues proactively.
Within the 6th month mark and ongoing:
- Customer complaints are being tracked, and there has been a 20% reduction in these, based on training and timely feedback by the Service Technicians and the service provided.
- Create and implement measurable KPI’s to gauge the Service Department’s performance including individual KPI’s for each Service Technician.
- Regularly attend job walks and equipment inspections and identify issues proactively.
9th -12th month mark and ongoing:
- Proactively suggests ideas to improve processes to maintenance and to improve customer support and service. Makes recommendations based on analysis of technician routes, tools and chemicals used to determine where time and costs can be assessed and improved.
- Have elevated monthly customer service ratings through collected and measurable data.
EDUCATION, SKILLS & EXPERIENCE:
- High school diploma or general education degree (GED); or equivalent combination of education and experience required
- 4+ years’ experience as a service technician in commercial water features, swimming pools, aquatic facilities, splashpads and man-made lakes required
- 3+ years of hands-on management experience, as a service technician lead or supervisor required
- Knowledge of water chemistry, and state and local regulations and guidelines for the operation of public swimming pools required
- Demonstrated ability with monitoring and troubleshooting pumps, motors, filters, chemical controllers, auto fill systems, UV Systems required
- Being available beyond a standard work shift like a technician’s hours required
- Demonstrated strong interpersonal and strong written/verbal communication skills to develop and maintain relationships required
- Proven history of successfully learning technology quickly, such as GPS Fleet Management Software and Customer Relationship Management Software required
- Basic to intermediate working knowledge and experience with computer skills working with various office equipment, computers and various programs including MS Word, Excel, Outlook and Teams required
- Possession of a clean driving record and valid CA Driver’s License required
- Active certifications in CPO, AFO, NPC, LACEH preferred (lapsed certification acceptable) highly preferred
- Ability to recruit and train field service technicians highly preferred
- Ability to verbally communicate fluently in Spanish is a plus
WHO WE ARE:
Since 2009 California Waters has been an industry leader in designing, constructing and maintaining water features and commercial aquatic facilities in California. We are fueled by a passion to deliver outstanding construction and service excellence, we bring water to life.
California Waters promotes a culture of receptiveness in which all of our employees are encouraged to contribute creative concepts, welcome new challenges and continually expand their knowledge base. We provide our employees a casual workplace with an intense focused approach whereby our people put our customers first through a culture of performance, execution, advancement, creativity, teamwork and fun.
By fostering positive change and growth in the workplace, we are able to constantly produce quality work through our dedicated and skilled employees. We work hard at maximizing individual potential, maintaining an emphasis on quality deliverables and service integrity.
BENEFITS:
Medical, Dental, Vision health insurance, Life insurance, 401K with company match, company vehicle with fuel card, paid time off, paid holidays and bonus eligibility
Mandatory background check, drug and physical screening post offer.
