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Featured Employers
Service Manager
Company: Leslie's
Location: ANAHEIM, CA
Employment Type: Full Time
Date Posted: 08/18/2022
Expire Date: 11/21/2022
Job Categories: Customer Service and Call Center, Information Technology, Installation, Maintenance, and Repair, Personal Care and Service, Retail/Wholesale, Sales, Executive Management, Quality Control, Research & Development
Job Description
Service Manager

Are you ready to join a stable retail organization with an 85% internal promotion rate and rapid company growth?  With our extensive onsite paid training, we teach you everything you need to know to help our customers maintain and enjoy their pools and spas.

About the Opportunity 

 Oversee the performance of a designated Leslie’s service market. Ensure it is meeting or exceeding customer service standards, sales plans, performance and operating procedures.  The Service Manager is responsible for the effective management and execution of all company-developed programs. Train and develop personnel through all required training programs.  Establish the expectation of providing excellent customer service through personal example and expectation.

Responsibilities

  • Achieve desired service sales goal set forth by the Company for designated service market
  • Achieve desired contribution goal set forth by the Company for designated service market
  • Manage your business within the guardrails of the KPI standards
    • 8% Missed Appointments
    • 8% Callbacks
    • 15% Cancellations
  • Manage and control Company vehicle fleet and associated expenses including but not limited to:
    • Fuel Cost
    • Maintenance & Repair Expenses
    • Cleanliness & Appearance
    • Technician driving habits and operating performance
  • Manage and control all payroll expenses within designated service market:
    • Quality Control dollars (QC)
    • Service Technician hourly wages (regular & overtime)(where applicable)
    • Service Technician Assistant hours and dollars (where applicable)
    • Unearned Draw (where applicable)

Essential Functions:

  1. Ensure the standards for customer service are maintained at optimum levels.
  2. Be proactive recruiting, staffing and hiring service technicians. Maintain full staffing model at all times.
  3. Responsible for understanding and following all employment policies and procedures relative to drug testing, reference checking, I-9 compliance and the completion of new-hire paperwork on a timely basis.
  4. Responsible for compliance with and ensuring the accuracy of all payroll in the Service District.
  5. Completes commercial bid process by determining required hydraulics, permitting, materials, and service labor bidding.
  6. Develop sales plans and strategies for review and approval of immediate supervisor.
  7. Monitor lead times within the market and complete service jobs when necessary to keep lead time within acceptable limits.
  8. Completes quality control service calls with technicians to resolve customer issues.
  9. Ensure gross margin performance in the business lines of service and commercial service.
  10. Evaluates and monitors compliance to all controllable expenses.
  11. Ensures compliance with Federal, State and Local regulations.
  12. Responsible for morale enhancement of all team members. Promotes team member recognition programs, and develops motivational programs.
  13. Mentors team members on the progression and succession of career path program.

 Essential Competencies:

  • Good Communication skills both written and verbal
  • Strong knowledge of swimming pool equipment
  • Knowledge of, and the ability to calculate hydraulics
  • Clear understanding of Customer Service philosophies
  • Ability to recruit and assemble winning teams 

Qualifications:

  • At least 2 years as a successful service technician within the company, or
  • At least 2 years as a successful store manager within the company with solid technical ability;
  • At least 5 years in swimming pool industry.
  • Minimum of 2 years management experience.
  • NSPI Certification preferred but not required.

Since 1963, we have aimed to deliver quality products through superior customer service. As a steadily growing organization, with a presence in 35 states, we recognize that the most critical component to our continued success is our people. And as such, there is nothing we value more than the development and growth of our team. Our internal promotion and advancement structure is unsurpassed: the vast majority of all open management positions are filled from talent within our company.

We offer our employees competitive compensation, extensive paid training, comprehensive and flexible suite of benefits package, 401K with company match, team member discounts, rewards for top performers, and most importantly career advancement opportunities.

 Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives. 

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