Lead Service Technician

Description

Acme Pure Blu is a growing pool and spa service and maintenance company serving customers across West Michigan. The Lead Service Technician is the technical leader of our service team: the person who solves the problems others can't, sets the standard for quality in the field, and leads the service technicians and assistants who carry that standard to every job. When you run into something outside your current knowledge, you find the answer and incorporate it into our company knowledge base. This is a field excellence role, not a scheduling role, so you will work closely with our field coordinator team to ensure service technicians can deliver exceptional customer experiences.

Our Core Values

– Work Hard and Persist: Stay with a difficult diagnosis until it is solved, and finish the job even when the day runs long or the weather turns.

– Create Collaborative Impact: Work closely with the Sr. Field Coordinator, maintenance team, and retail so the customer gets one seamless experience.

– Seek Excellence and Mastery: Keep building your technical depth and certifications, and raise the skill level of every tech you lead.

– No Egos, Just Teamwork: Teach rather than hoard knowledge; the goal is a stronger team, not being the only one who can fix it.

– Act with Integrity, Precision, and Timeliness: Quote honestly, record work accurately, and show up when we said we would.

Key Responsibilities

Lead, Manage, Accountability

– Lead, manage, and hold Service Technicians and Service Tech Assistants accountable for daily performance, quality, and productivity

– Provide on-the-job coaching and guidance, in person and over the phone, so techs can resolve issues in the field and only escalate exceptions

– Develop the technical skills of the service team; identify training and certification needs and help each tech progress

– Coordinate with the Sr. Field Coordinator each day to confirm techs are matched to the right jobs, equipped, and staged for their workload

– Own the outcomes of the seat; if service work falls short at any level, this role is accountable for catching and correcting it

Diagnostics & Technical Troubleshooting

– Perform scheduled field service work, including pool openings, closings, service visits, and repairs across residential and commercial accounts

– Diagnose and resolve mechanical, electrical, PVC plumbing, gas heater, automation, salt system, and water chemistry issues on-site

– Serve as the escalation point for complex problems the service team cannot resolve; research and work through unfamiliar situations rather than waiting for someone else to solve them

– Maintain current knowledge of equipment, manufacturer requirements, and warranty processes

Service Quote Technical Scoping

– Provide accurate technical information for customer quotes and estimates, including diagnosis, parts, labor, and scope of work

– Verify that quotes reflect what the job actually requires before they go to the customer

– Flag jobs where the scope changes on-site and communicate changes before additional work is performed

Service Quality & Job Completion Standards

– Set and uphold the standard for what a complete, quality service job looks like, and leave every job site in better shape than you found it

– Ensure job notes, parts used, and time on-site are captured accurately in Evosus by you and your techs so work orders are ready for billing

– Spot-check completed work and follow up on callbacks or repeat issues to find and fix the root cause

– Ensure service vehicles are stocked and maintained, tools are ready, and inventory needs are communicated so techs are never stuck without parts

On-Site Service Recommendations & Revenue Identification

– Identify equipment that is aging, failing, or inefficient and recommend repair or replacement options to the customer

– Surface relevant upsell and cross-sell opportunities on-site (maintenance plan enrollment, equipment upgrades, safety covers, chemical programs)

– Pass qualified opportunities to the Sr. Field Coordinator or sales for follow-up, with the details needed to quote

– Coach service techs to recognize and communicate recommendations to customers professionally

Who You Are

You reflect our core values in how you perform this role. You figure things out rather than waiting to be told, and you take pride in the quality of your work. You lead from the field: you would rather teach a tech to solve a problem than solve it for them every time. Your work orders are accurate, your communication with customers is clear, and when something's not right, you fix it instead of looking to place blame.

Requirements

What You Bring

– Technical expertise: Ability to troubleshoot and repair common pool system issues, including PVC plumbing leaks, electrical problems, gas heater diagnostics and repair, automation and salt systems, and water chemistry. PHTA certifications are a plus but not required at time of hire.– Leadership: Ability to teach, coach, and hold others accountable while still doing the work yourself.– Physical stamina: Capable of manual labor such as digging and lifting 50 lbs regularly and working in varying weather conditions.– Customer service: Strong interpersonal skills and professionalism, with a focus on delivering an excellent customer experience.– Driver's license: A valid driver's license and reliable transportation are required.– Experience: Prior pool service experience is preferred. We are willing to invest in the right candidate who has strong mechanical aptitude and the right approach to the work.– Schedule: Full-time and year-round for the right candidate; seasonal entry with a path to year-round is also available depending on fit.