Lead Pool Service Technician

Company Description

New Wave Pools, LLC is dedicated to providing reliable and cost-effective pool servicing solutions for residential and commercial clients. With over 125 years of combined experience, their skilled technicians undergo specialized training through recognized organizations like the Pool Hot Tub Alliance. A member of the Better Business Bureau, New Wave Pools, LLC is committed to high-quality and efficient services. The company continually strives to exceed industry standards and ensures comprehensive care for all swimming pool needs.

Department:

Service Operations

Reports To:

Service Manager / Operations Manager

This role is primarily on customer sites with some shop and some remote work.

Job Summary

The Lead Service Technician performs advanced troubleshooting, diagnosis, repair, and replacement of pool, spa/hot tub, and sauna equipment for residential and commercial customers. In addition to individual field work, this role provides technical leadership to the service team by supporting training, ensuring service quality and documentation standards, assisting with complex jobs, and helping coordinate field execution to meet safety, customer, and operational requirements.

Essential Duties and Responsibilities

Technical Service (Primary)

• Diagnose, troubleshoot, and repair complex issues involving mechanical, electrical, and plumbing systems for pools, spas/hot tubs, and saunas.
• Service, install, and replace equipment and components including (but not limited to): pumps, heaters, filters, automation/controls, blowers, lighting, valves, plumbing components, and related systems.
• Perform start-ups, system checks, and operational verification following repairs to confirm safe and correct operation.
• Identify root causes of recurring failures and recommend corrective actions (repair, replacement, system redesign, or preventative maintenance).
• Provide clear repair recommendations and scope-of-work details (parts, labor, risk factors, and expected timelines).

Lead / Team Support

• Serve as a technical escalation resource for other technicians (diagnostic support by phone/on-site and guidance on best practices).
• Support onboarding and training of new technicians, including safe work practices, job-site standards, and documentation expectations.
• Review service notes for completeness/accuracy as assigned; reinforce consistent use of the mobile documentation app.
• Help standardize field procedures (checklists, service steps, quality control points) and promote adherence to company standards.
• Assist the Service Manager with field coordination as needed (prioritizing urgent calls, organizing follow-ups, and ensuring parts readiness for scheduled work).

Customer Communication and Documentation

• Communicate professionally with homeowners, property managers, and facility contacts regarding findings, recommendations, pricing/approvals process (as applicable), and timelines.
• Document work performed, parts used, test results (as applicable), and service notes in the mobile app in accordance with company requirements and audit standards.
• Maintain a professional job site and ensure customer property is protected and left clean upon completion.

Safety, Vehicle, and Compliance

• Follow all company safety policies, chemical handling procedures (as applicable), manufacturer instructions, and applicable codes/standards.
• Maintain a clean, organized, and adequately stocked service vehicle; ensure tools and equipment are maintained and accounted for.
• Report incidents, near misses, and job hazards per company procedures; coach team members on corrective actions.

Continuous Improvement

• Participate in paid training, manufacturer programs, and certification maintenance.
• Provide feedback to management on common failures, parts usage trends, warranty issues, and process improvements.

Required Qualifications

• 5 years of field service/repair experience (pool/spa/sauna strongly preferred, including automation and control systems; transferable mechanical service backgrounds considered).
• Demonstrated advanced troubleshooting capability across mechanical systems with working knowledge of electrical and plumbing fundamentals.
• Ability to read and apply wiring diagrams, equipment manuals, and manufacturer service bulletins.
• Strong customer-facing communication skills and the ability to explain technical issues clearly.
• Demonstrated ability to work independently and maintain strong time management, prioritization, and organization.
• Proficiency with mobile apps for documentation and basic work order management.
• Valid driver’s license and acceptable motor vehicle record (per company policy).

Preferred Qualifications

• Relevant pool/spa certifications (e.g., CPO or equivalent) or ability to obtain within a defined timeframe (company-supported).
• Experience with automation/control systems, heater diagnostics, variable-speed pumps, and/or leak detection.
• Trade background (electrical, plumbing, HVAC) and/or formal technical training.
• Experience leading others (training, mentoring, QC review, or crew lead responsibilities).

Physical and Work Environment Requirements

• Ability to lift/carry 50 lbs and perform physical tasks such as bending, kneeling, climbing, and working in tight equipment areas.
• Ability to work outdoors in seasonal conditions and around water, electricity, and chemicals while using PPE and following safety protocols.

Tools, Technology, and Equipment Used

• Company mobile application for service documentation and work order management
• Standard hand/power tools and diagnostic equipment (e.g., multimeter, pressure/vac tools as applicable)
• Company service vehicle and stocked parts/tools as assigned