Service Operations

Reports To

Service Manager / Operations Manager

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

Job Type: Full-Time
Location: Dane County Area
Pay: 18.00 – 20.00/hour based on experience

Job Overview

We are looking for a dependable, hardworking Swimming Pool Service General Labor team member to assist with a variety of swimming pool service, maintenance, cleanup, and light repair tasks. This position is ideal for someone who enjoys working outdoors, takes pride in hands-on work, and is willing to learn the pool service industry.

The right candidate will support service technicians and crew leaders with daily fieldwork, help maintain clean and safe job sites, transport materials and equipment, and assist with routine pool-related tasks. Previous experience is helpful, but we are willing to train a motivated candidate with a strong work ethic.

Responsibilities

• Assist with swimming pool cleaning, maintenance, and service work
• Help with opening and closing pools for the season
• Support service crews with basic repairs and equipment handling
• Load, unload, and organize tools, chemicals, parts, and materials
• Clean and maintain work vehicles, equipment, and job sites
• Remove debris and help keep pool areas neat and safe
• Assist with filter cleaning, vacuuming, brushing, and other routine service tasks
• Follow all company safety procedures and use protective equipment as required
• Work closely with supervisors and team members to complete jobs efficiently
• Perform general labor duties as assigned

Qualifications

• Construction, pool service, landscaping, or general labor experience preferred but not required
• Ability to work outdoors in various weather conditions
• Ability to lift 50 pounds or more on a regular basis
• Strong work ethic and willingness to learn
• Dependable, punctual, and able to follow instructions
• Good attitude and ability to work well with a team
• Valid driver’s license preferred

Physical Requirements

• Frequent lifting, carrying, bending, kneeling, and standing
• Ability to perform repetitive physical tasks throughout the workday
• Ability to work in outdoor conditions including heat, sun, and humidity

Why Join Us

• Steady full-time work
• Training opportunities
• Supportive team environment
• Opportunity to grow within the company

Apply Today

If you are reliable, motivated, and ready to build a career in the swimming pool industry, we would like to hear from you.

Be the trusted guide homeowners and property teams count on.

New Wave Pools is hiring Service Technicians to troubleshoot and repair residential and commercial pools, hot tubs, and saunas across southern Wisconsin. You’ll diagnose issues, explain options clearly, and complete repairs with care so customers and facilities feel confident and back in control.

What you’ll do

• Troubleshoot, diagnose, and repair residential and commercial pools, hot tubs, and saunas
• Service/replace equipment: pumps, heaters, filters, controls/automation, blowers, lights, plumbing components, and related systems
• Communicate clearly with homeowners, property managers, and facility staff about what’s happening, recommendations, and timelines
• Document work completed, parts used, and service notes via our mobile phone app
• Maintain a clean, stocked service vehicle and professional job site
• Follow safety standards and company procedures
• Keep learning through paid training and manufacturer resources

What we’re looking for

• Experience in service/maintenance/installation (pool//sauna experience is a plus)
• Strong mechanical aptitude and troubleshooting skills
• Working knowledge of basic residential/commercial electrical and plumbing
• Professional, customer-friendly communication style
• Ability to work independently, manage time well, and stay organized
• Valid driver’s license + safe driving record
• Ability to lift 50+ lbs and work outdoors in seasonal conditions

Bonus points

• Pool/spa certifications (or willingness to earn them — we’ll help)
• Experience with heaters, automation systems, or leak detection
• Trade background (electrical, plumbing, HVAC, general repair)

What you’ll get

• Competitive pay (negotiable) + bonus potential
• Company vehicle (work use), uniforms, safety equipment
• Tech package (phone/tablet)
• Paid training + certifications
• Benefits options (medical/dental/vision, etc.)
• Supportive team culture — no-excuses, team-oriented, and focused on doing it right

Background check may be required in compliance with applicable laws.
EEO: New Wave Pools is an Equal Opportunity Employer.