Repair Manager

Description

Who We Are

Our mission at Poolie is to set new standards in pool service, consistency, professionalism, and customer satisfaction. From day one, our goal has been to raise the bar in pool service by combining expertise, integrity, and a commitment to customer satisfaction.

Today, we’re one of the fastest-growing pool service companies in Texas, trusted by thousands of residential and commercial customers. Our team is built on collaboration, respect, and pride in a job well done, and we believe that when our people succeed, our customers do too.

What We Offer

• Competitive Compensation: Competitive base salary plus performance-based bonuses tied to department revenue and KPI goals
• Medical, Vision, and Dental Insurance
• Short and Long-Term Disability paid for by company
• Paid Time Off (PTO)
• 10 Company Holidays
• Training and Development Opportunities
• Employee Purpose Plan

Schedule

• Full-time position, Monday–Friday, 8:00 AM–5:00 PM.
• Occasional flexibility required during peak season or for emergency customer escalations.

What You’ll Do

As the Repair Manager, you will serve as the operational backbone of Poolie’s repair department, driving daily workflow efficiency, team productivity, and revenue growth. In this leadership role, you will oversee Repair Coordinators and Repair Technicians to ensure seamless scheduling, high-rate quote conversions, flawless warranty management, and exceptional customer satisfaction.

Combining hands-on operational leadership with technical oversight, you will ensure our field teams meet strict quality standards, hit revenue targets, and uphold Poolie’s commitment to reliability and service excellence.

Responsibilities

• Oversheet Coordination & Scheduling: Ensure all approved quotes are scheduled in Pool Brain within 24 hours, keeping the repair schedule booked at least two days in advance while preserving emergency capacity. Oversee recurring filter service assignments 30 days prior to due dates.
• Drive Quoting & Revenue Conversion: Oversee quote classification and ensure all leads (internal and external) are processed via Pool Brain. Enforce the 24-hour follow-up SLA via HubSpot and track quote-to-sale conversion rates across phone, text, and email.
• Elevate Customer Experience: Monitor customer tickets and communications in HubSpot and Podium. Enforce clear, empathetic, and solution-focused interactions while ensuring timely issue resolution and Quality Control (QC) field visits.
• Lead & Develop Technical Teams: Serve as the primary liaison for internal repair team communications. Lead weekly technician meetings using the 90 Tools framework, track team KPIs, and build individual career progression plans for technicians.
• Manage Payroll & Performance: Oversee payroll approvals for repair technicians, ensuring accurate tracking of hours, bonuses, and revenue targets tied to Technician Salary Tiers.
• Recruit & Onboard: Partner with HR to recruit, interview, onboard, and manage performance for technicians, including proper documentation and compliance.
• Ensure Compliance & Licenses: Track active technical certifications, safety protocols, and ensure all technicians performing electrical services maintain valid Texas Residential Appliance Installer Licenses (RAIL).
• Warranty Operations: prioritize warranty repair scheduling to minimize customer downtime and secure manufacturer parts credits.

Requirements

What We’re Looking For

Must-Haves

• 3+ years of experience in an operational management, service coordination, or field operations leadership role.
• Strong team leadership skills with experience managing field technicians and support personnel.
• Proficiency with field service software (Pool Brain or similar), CRM platforms (HubSpot), and messaging systems (Podium).
• Demonstrated ability to manage schedules, track KPIs, and enforce operational SLAs in a fast-paced environment.
• Strong communication, problem-solving, and conflict-resolution abilities.
• Knowledge of payroll tracking, incentive structures, and performance documentation.
• Results-driven mindset with a sharp focus on team efficiency and revenue targets.
• TEAM mindset—believes that operational success is achieved together.

Nice-to-Haves

• Direct experience within the pool service, repair, or renovation industry.
• Familiarity with Texas Residential Appliance Installer License (RAIL) requirements or active CPO certification.
• Experience processing manufacturer warranty claims