Service Manager

LANDMARK AQUATIC

As a renowned leader in the aquatics industry, we have been transforming aquatic landscapes for over four decades. With offices in Houston, Texas, Denver, CO, Maryland Heights, MO, Kansas City, MO, and Austin, TX, our Landmark team has built a strong reputation for honing customer relationships – for LIFE.

Our Mission

We aim to enrich communities by delivering comprehensive world-class aquatic facilities and services.

Core Values

• Customer-Centric Approach: Put our customers at the heart of everything we do, understanding their needs and providing them with exceptional service and solutions.

• Positive Collaboration: Foster a culture of collaboration and open communication, embracing diverse perspectives and working together to achieve shared goals.

• Excellence in Execution: Strive for exceptional quality in all aspects of our work, exceeding expectations and delivering outstanding results.

• Adaptability and Innovation: Embrace change, continuously seek opportunities to improve and innovate, and remain flexible and adaptive in a dynamic industry.

For more insight into the Landmark Aquatic team, please visit: https://www.landmarkaquatic.com/

POSITION SUMMARY

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Responsible for coordination between Field and Office Staff, including but not limited to addressing service reports from the Field Team, acting as internal point of contact, schedule creation, creating and delivering bids for repairs to customers. Answering service request 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.? Other duties may be assigned.

• 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 which includes:

o Professional personal communications

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable?individuals?with disabilities to perform the essential functions.

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EDUCATION and/or EXPERIENCE:

• 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

OTHER SKILLS and ABILITIES

• 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

LANGUAGE SKILLS:

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.

REASONING ABILITY:

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.

PHYSICAL DEMANDS:?The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

WORK ENVIRONMENT:?The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.