Professional Services Manager

Description

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES

The main role of the Professional Services Manager is to ensure client expectations are being met by closely managing both field technicians and channel partners. This role is responsible for performing service, repairs, and installations to fill any existing gaps in coverage. Additionally, the Professional Services Manager is to provide technical expertise, training, and support for existing and prospective clients. The daily role will be to manage, maintain, and grow sales and client relationships in the territory, alongside the Regional Account Manager, to create a more efficient and profitable territory. More duties may be applied as clients and Vivoaquatics services and needs change. This role is based out of Irvine, CA, though travel to surrounding territories will be required.

The ideal candidate resides in or around Irvine, CA.

Key Responsibilities Include:

• Managing a territory of existing and new business; maintaining and growing sales and client relationships in territory
• Performing onsite visits with existing clients on a regular basis as agreed in their contracts, and supporting their needs including service, training, and communication
• Onsite meetings with new clients for sales, assessments, and solutions
• Train clients, channel partners, etc. on chemical feed systems and VivoPoint software
• Provide technical support, repair and installation of VivoPoint chemical feed systems, including controllers, modems, feed devices, tubing, injectors, etc.
• Provide technical support and perform installations, repairs, and maintenance on pumps, filters, heaters, etc., as needed when technician or channel partner is not available
• Complete onsite assessment and provide information and worksheet data as requested
• Take photo documentation of job sites, projects, and work completions as requested
• Provide material and labor cost estimates for repairs and installations as requested
• Record all service visit information on VivoPoint via entering manual readings, entering/updating service orders, and completing equipment profiles
• Record detailed notes on all service visits in NetSuite
• Communicate visits, repairs, and follow up information to supervisors in a timely manner
• Expected to respond to emergency situations ASAP
• Safety and PPE Management: Must wear appropriate PPE at all times and ensure technicians are trained and are wearing appropriate PPE at all times; complete stand up safety meetings monthly
• Must communicate any needs for specialty tools, PPE, training, or support to supervisors immediately upon discovery of need
• Oversight and management of company vehicles, condition, and maintenance: vehicles must be kept clean and organized at all times and have appropriate services completed as necessary
• Responsible for overseeing budget and spending in territory, while maintaining a positive profit margin at all times. Budget includes monitoring clients’ chemical spending, materials, equipment, parts, and labor
• Communicate with billing department regarding job and project completions and parts used in a timely manner
• Must be able to gather parts and equipment from supply houses and other locations as needed
• Attend meetings, trainings, and company gatherings as needed
• Responsible for thorough knowledge of management company policies and property community policies
• Report to Regional Account Manager on a regular basis to discuss client issues and resolutions
• Additionally duties may be assigned based on changes in client needs and in company needs and services offered

Requirements

QUALIFICATIONS

• Excellent interpersonal communication skills and have strong customer service skills
• Must maintain the highest level of integrity and professionalism at all times: must maintain a professional appearance, and must have a friendly and professional attitude
• Must possess high organizational skills, be detail oriented, and possess exceptional time management skills
• Maintain a strong work ethic, be self-motivated, and have a high sense of responsibility
• Ability to work independently with little or no supervision and with a sense of urgency
• Strong computer skills in MS Office (Email, Word, Excel, Calendar), GSuite (Gmail, Google Sheets, Google Docs, Calendar), or similar.
• Strong knowledge of commercial water chemistry and balancing water chemistry
• Strong knowledge of various manufacturers’ circulation and filtration systems and chemical automation systems and chemical feed devices
• Exceptional knowledge of swimming pool regulations and codes
• Ability to travel out-of-state and overnight when needed
• Ability to work nights and weekends as needed
• Experience and first hand knowledge of electrical and plumbing systems and use of power tools
• Must be able to lift, move, carry up to 75lbs

SUPERVISORY RESPONSIBILITIES

• This role is responsible for the management of Professional Services Technicians and channel/service partners.

EDUCATION and/or EXPERIENCE

• 2+ years of experience in the aquatics industry required
• 2+ years of technical work experience with commercial aquatics that includes experience with water chemistry and balancing, electrical and plumbing systems required
• 2+ years of technical work experience with installing, repairing, maintaining commercial circulation and filtration systems and chemical automation and chemical feed devices required
• Active CPO license required. If not currently held, must obtain license within first 90 days.
• Valid driver license that has been valid for at least the last 2 years
• Must be over the age of 21
• Ability to communicate effectively in English. Bilingual a plus!
• Successfully pass a thorough background check, including a DMV/driving record check

BENEFITS & PERKS

• Medical
• Dental
• Vision
• Life
• Short-term Disability
• Long-term Disability
• Pet Insurance
• 401k Plan
• Paid Vacation
• Paid Sick Time
• Holiday Pay
• Floating Holidays
• Company Vehicle with fuel card
• Employee Assistance Program (EAP)
• Employee Referral Program
• Employee Discount Program
• Career Planning
• Professional Development

Job Classification:

• Regular, Full-Time
• Salary, Exempt
• Salary Range: $75k - $95k Annually; Depends on various factors such as experience, knowledge, skills, and abilities