POSITION OVERVIEW

The Assistant Director of Service is a dynamic hybrid role that combines on-site field responsibilities with operational management. This position involves a significant portion (70%) of fieldwork, focusing on quality control. Additionally, 30% of the role entails sales follow-ups, customer visits for quality assurance, and strengthening customer relations. Reporting to the Director of Service, this role is essential in aligning our company vision with practical operational excellence and plays a vital part in our management team.

REQUIRED SKILLS AND QUALIFICATIONS:

• Minimum 3 years of experience in Pool Service, with a strong focus on field operations.
• Proven experience in supporting, training, and managing service teams in a field setting.
• Demonstrated ability to meet and exceed operational goals, sales targets, and customer satisfaction metrics.
• Ability to foster growth and development within a team, with a strong focus on mentorship and accountability.
• Strong organizational, leadership, and communication skills, with the ability to manage multiple priorities effectively.
• Manage daily use of Salesforce to document all customer interactions, track service activity, and support sales follow-ups; strong proficiency with CRM systems is essential, with Salesforce experience strongly preferred.
• CPO (Certified Pool Operator) certification required or willingness to obtain within a designated timeframe.

• Directly oversee and participate in field operations, including quality control visits, ensuring high standards of service delivery by the pool professional service team.
• Be available in the field with customers and technicians. When not in the field, presence in the office is required based on operational needs, with a minimum of 1–2 days per week.
• Conduct sales follow-ups and customer visits to ensure quality assurance and satisfaction, contributing to client retention and business development.
• Perform inspection, reporting, and case management duties, ensuring timely and effective resolution of service concerns.
• Lead and supervise Pool Service Professionals, including Senior Service Pros and Service Technicians, fostering their growth and professional development through coaching, training, and performance management.
• Drive financial and operational growth within the assigned service area by identifying new opportunities, improving service efficiency, and building customer relationships.
• Ensure seamless communication and execution of directives from the management team, bridging the gap between corporate strategy and field execution.
• Champion a safety-first culture and uphold company standards in all operational activities.
• Maintain accountability and administrative oversight using systems such as Google Suite and Workday, including tracking and managing vacation/sick time, documentation compliance, and day-to-day administrative responsibilities.
• Manage daily use of Salesforce to document all customer interactions, track service activity, and support sales follow-ups; strong proficiency with CRM systems is essential, with Salesforce experience strongly preferred.