Overview:

Service Division Assistant Manager

If you are an experienced field professional and customer service professional looking for an engaging, dynamic, team-oriented workplace that emphasizes growth and has a unique, laid-back culture – you’ve found it! Watercrafters offers competitive pay, unrivaled benefits, and a great opportunity to grow within the organization.

Watercrafters has been setting the standard for professional service and quality products for Montgomery County residential pool owners since 1982. Our team is one of the best trained, highly skilled teams in the industry. Most of our team has been with us for over 5 years, with many here over 10 years.

We have an opening for an experienced Service Assistant Manager to drive the company’s success by working as part of our team and providing exemplary customer service. This is a leadership role that requires excellent communication skills, strong problem-solving abilities, and the ability to effectively manage a diverse team. This individual will have strong attention to detail, the capability to work with minimal supervision, stay on task, and be courteous, reliable, and professional. A valid driver’s license with a good driving record is required.

Responsibilities:
- Manage and oversee the daily operations of the service department
- Develop and implement strategies to drive sales and achieve revenue targets
- Ensure compliance with company policies and procedures
- Provide leadership and guidance to field team
- Conduct regular performance evaluations and provide feedback to employees
- Assist in employee orientation, training, and development programs
- Maintain a high level of customer service by addressing customer inquiries and resolving any issues that may arise
- Ensure adherence to all safety protocols

-Perform a high level of customer service. Promptly answer phone calls, respond to emails, and determine the appropriate service(s) based on the customer’s needs.

-Assist service manager with day-to-day field team supervision and accountability

-Assist with managing truck, equipment, job safety, and maintenance.

-Determine scheduling needs for our Service department

-Work with other departments to ensure all facets of contracts are done on time and maintain quality control.

-Verify quality of work is executed by our field team consistently and accurately.

-Track and monitor job times, truck locations, inventory flow, incoming materials for jobs, and respective accuracy, billing, and customer concerns related to your department.

-Track and determine when jobs or follow-up work and/or parts are needed.

-Identify products and services that the customer needs or wants to make their pool experience more enjoyable.

-Assist with education opportunities for the team and continue mentoring and coaching the team.

-Assist with day-to-day inventory control and truck inventory levels

-Provide phone support to customers and field technicians

-Debrief with technicians as needed.

-Identify when and if additional services are needed to generate revenue

-Preferred but not required to have swimming pool field experience

-Provide field support when and as needed

-Implement programs and procedures that facilitate the company's efficiency and mission.

Skills/Education Required:
- Strong leadership skills with the ability to motivate and inspire a team
- Excellent communication skills, both verbal and written
- Exceptional customer service skills with a focus on building positive relationships
- Strong problem-solving abilities with the capability to make quick decisions
- Effective time management skills to prioritize tasks and meet deadlines

- Computer skills and ability to learn to use new software

- Working knowledge of Microsoft word and excel required

- Ability to read a map

- High School Diploma

- Excellent math skills

- Be detailed oriented and organized

- Have neat handwriting

- Have a positive disposition and professional appearance

- Be able to identify potential problems and prevent them accordingly

- Possess the tact and knowledge necessary to deal with customers, employees and co-workers effectively

- Ability to give direction and supervision to multiple employees

- Ability to perform multiple tasks simultaneously with the appropriate level of attention

- Have good mechanical skills (mechanically inclined)

- Own and maintain an appropriate set of hand tools

- Have a good clean driving record and a valid license

- Ability to handle and resolve conflict in a manner that results in a win-win outcome

- Fluent in English/English speaker

- Self-starter and motivated

- Have the ability to teach and coach technical skills

- Have strategic and analytical skills and experience
- Assistant manager experience is preferred

Skills/Education Preferred But Not Required:

- Basic knowledge of city location and road system of the Montgomery County area

- Working knowledge of Access or MSWorks database

- Experience in pool service and repair and water chemistry

- Fluent in Spanish

- Ability (to learn) to drive forklift

If you are a dedicated professional with a passion for driving results, we encourage you to apply for this exciting opportunity. We offer competitive compensation, comprehensive benefits, and opportunities for growth within our organization.

Hours:

Full-time position. Saturday hours are required during the busy spring and fall.

(March through October) Mon – Fri: 7:30 am to 6:00 / 8:00 pm or as needed

(November through February) Mon – Thurs: 7:45 am to 4:00 pm or as needed

Benefits:

- Excellent Health / Dental / Vision Insurance

- Paid Holidays (Memorial Day / 4th of July / Labor Day / Thanksgiving (Thur/Fri) / Christmas & New Years (Dec 25th through January 1st off))

- Paid time Off (PTO) -Vacation & Sick leave

- Life Insurance & Short-Term Disability

- Industry training

- Tuition reimbursement (Eligible after 2 years of employment)

- 401k (Eligible after 6 months of employment)

Education Opportunities:

Watercrafters is committed to continuing education and provides extensive industry training to all team members. Personal growth is important to Watercrafters, so regardless of experience, all team members are expected to participate in continuing education opportunities. Staying informed on pool-related service features by attending vendor and trade show training is imperative and required.

Application Process:

1) Submit application or resume.

2) Phone interview.

3) Face to face interview.

4) Background check

5) Potentially, a second face-to-face interview.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Shift:

• 10 hour shift
• 12 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Application Question(s):

• How is your previous experience relevant to this role?
• Why are you interested in this position?

Ability to Relocate:

• Gaithersburg, MD 20879: Relocate before starting work (Required)

Work Location: In person