Specialist, Field Support

Description

Purpose

Execute pool service operations while supporting team performance through leadership, training, and quality control, ensuring consistent service delivery, customer satisfaction, and operational efficiency across routes.

Key Contributions

• Perform pool cleaning, maintenance, and water balancing across assigned and overflow routes.
• Diagnose pool issues, prepare new or troubled pools, and ensure readiness for ongoing service.
• Serve as a primary resource for technicians on operational standards, tools, systems, and best practices.
• Train and onboard new technicians through field instruction, ride-along, and classroom sessions.
• Conduct quality control checks, follow-ups, and corrective actions to ensure service standards are met.
• Support route coverage to eliminate missed service and maintain customer commitments.
• Manage escalated customer interactions and provide solutions to service issues.
• Provide quotes and recommendations for service improvements or new customers.
• Maintain vehicle, equipment, and chemical inventory to ensure operational readiness.
• Communicate effectively with internal teams and customers to ensure alignment and service clarity. 

Success Metrics

• Route Completion Rate: = 98% of assigned and supported routes completed weekly.
• Missed Service Rate: = 2% of total scheduled pools.
• Callback Rate: = 5% of pools requiring re-service due to quality issues.
• Quality Control Pass Rate: = 95% of pools pass QC inspections without corrective action.
• Customer Satisfaction (CSAT): = 90% positive feedback on service interactions.
• Technician Ramp Success Rate: = 85% of new hires meet performance standards within 30–60 days.
• Training Effectiveness: = 90% of trainees successfully complete onboarding and required certifications.
• Route Coverage Reliability: = 98% coverage during technician absences or peak demand.
• Inventory Accuracy: = 95% accuracy on chemicals, tools, and truck stock.
• Safety Compliance: 100% adherence to safety protocols (zero preventable incidents).

Growth Impact

• Improves scalability by developing technician capability and reducing ramp time for new hires.
• Protects revenue through consistent route coverage and minimized missed services.
• Enhances customer retention by maintaining high-quality service standards and resolving escalations.
• Drives operational efficiency by reducing callbacks, rework, and service inconsistencies.

Capabilities & Strengths

• Leadership and coaching ability to develop technicians and reinforce performance standards.
• Strong problem-solving skills with the ability to resolve technical and customer issues effectively.
• High accountability and organizational discipline to manage multiple routes, priorities, and team needs.

Requirements

Required Qualifications

• Valid driver’s license with clean driving record and ability to pass pre-employment requirements.
• 3+ year of pool service or related field experience.
• Ability to perform physical job requirements in outdoor environments.
• Experience training, mentoring, or leading field service teams.

Preferred Qualifications

• 2–3+ years of pool service experience with demonstrated leadership or training responsibilities.
• Certified Pool Operator (CPO) or equivalent certification.