What are the responsibilities and job description for the Service Manager position at BURTON POOLS AND SPAS?
Position Summary:
The Service Manager role manages the service department — setting standards, coaching, and holding the service team accountable for service quality, productivity, and customer retention.
This is a hands-on leadership role for someone who can build consistent processes, develop frontline leaders, and keep routes running profitably through the seasonal swings of the pool business.
Key Responsibilities:
Leadership & Team Development
- Manage, coach, and develop service team members
- Set clear performance expectations and conduct regular one-on-ones, ride-alongs, and performance reviews
- Build a consistent technical training path so techs are held to the same standard
- Drive a culture of safety, accountability, and customer-first service
Service Operations
- Own service delivery at the Springdale location: maintenance routes, repairs, warranty work, and equipment installs
- Standardize processes, checklists, and documentation so the customer experience is the same as Springdale
- Oversee route design, scheduling, and dispatch efficiency; balance workloads
- Monitor parts inventory, truck stock, and vehicle fleet condition
- Manage seasonal ramp-up and ramp-down — openings, closings, and peak-season staffing plans
Quality & Customer Experience
- Resolve escalated customer issues and coach leaders on handling them before they escalate
- Audit water chemistry standards, repair quality, and job-site professionalism through field inspections
- Track and reduce callbacks, rework, and missed service stops
- Work with sales and installation teams to ensure smooth handoffs and warranty coordination
Financial & Performance Management
- Manage service department budget, labor costs, and gross margin
- Track and report on KPIs: technician productivity, first-time fix rate, callback rate, route density, revenue per stop, customer retention, and safety incidents
- Identify and act on opportunities for service revenue growth (repairs, upgrades, recurring maintenance agreements)
Safety & Compliance
- Enforce safe handling, storage, and transport of pool chemicals in line with OSHA and DOT requirements
- Maintain compliance with state and local licensing requirements for service and repair work
- Lead incident investigations and corrective action
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person