Repairs Coordinator/ Manager

Description
The Repair Coordinator/Manager plays a pivotal role in overseeing Poolie's repair operations. This hybrid position combines the administrative precision of a Repair Coordinator with the leadership and operational oversight of a Repair Manager. The goal is to ensure seamless scheduling, quoting, and communication processes while driving team performance, customer satisfaction, and revenue growth.
Key Responsibilities

• Scheduling & Workflow Management
• Coordinate and oversee all repair appointments, ensuring approved quotes are scheduled within 24 hours of approval.
• Maintain a balanced schedule with at least two days booked in advance, while preserving flexibility for emergency repairs.
• Assign jobs strategically — prioritizing technician consistency (e.g., the quoting technician completes the installation when possible).
• Manage recurring filter services, scheduling at least 30 days prior to their due dates.
• Monitor and enforce the use of Pool Brain templates for accurate job creation and tracking.
• Customer Experience & Communication
• Serve as the primary point of contact for customers regarding repair scheduling, updates, and issue resolution.
• Ensure empathetic, proactive, and timely communication through HubSpot, Podium, phone, and email.
• Oversee customer tickets, ensuring urgent issues are prioritized and resolved promptly.
• Verify customer satisfaction through follow-up communications and escalate unresolved concerns to upper management as needed.
• Quoting & Revenue Conversion
• Oversee the full quoting process for internal and external leads, ensuring accuracy and competitiveness.
• Categorize quotes properly (Diagnostic Required vs. No Diagnostic Required) and ensure all quotes are created in Pool Brain.
• Collaborate with service and repair technicians to identify new opportunities from on-site observations.
• Monitor quote follow-ups — all leads must be contacted within 24 hours of quote creation — and track conversion rates to optimize revenue.
• Support consistent and effective communication strategies for lead nurturing (calls, texts, voicemails).
• Team Leadership & Performance Management
• Act as the main liaison between technicians, coordinators, and leadership, fostering collaboration and accountability.
• Lead weekly technician meetings using the 90 Tools system framework to review key performance indicators (KPIs), set goals, and resolve challenges.
• Ensure accurate KPI entry and monitoring to assess team performance and identify improvement areas.
• Recruit, train, and onboard new technicians, supporting their development through mentorship, technical training, and clear career progression paths.
• Monitor RAIL license compliance and uphold Poolie's service quality standards.
• Administrative & Compliance Responsibilities
• Maintain accurate records of customer interactions, technician notes, and job details in Pool Brain and HubSpot.
• Process Austin Energy rebates for variable speed pumps, ensuring full compliance with documentation and deadlines.
• Oversee warranty work scheduling, documentation, and communication with suppliers/manufacturers to ensure timely completion.
• Support payroll approvals and ensure accurate tracking of hours, bonuses, and performance-based incentives.
• Coordinate with HR and Finance on payroll discrepancies and personnel documentation related to hiring, performance management, or terminations.
• Overall Performance Expectations
• Maintain service excellence by ensuring all approved repairs are scheduled within 24 hours.
• Keep the repair department's schedule organized and responsive to emergencies.
• Achieve targeted quote-to-sale conversion rates through consistent follow-up and lead management.
• Uphold high customer satisfaction scores through timely communication and problem-solving.
• Ensure team KPIs are tracked, discussed weekly, and used to drive operational improvement.

Requirements
Qualifications:

• Prior experience in pool service, repairs, or related technical operations required
• Proven administrative and coordination experience within a fast-paced environment.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to lead, coach, and motivate a team effectively.
• Excellent organizational and time-management abilities with a keen eye for detail
• Proficiency in scheduling, quoting, and CRM tools (e.g., HubSpot, Pool Brain).
• Familiarity with warranty work, rebate programs, and repair workflows.
• Self-motivated, proactive, and able to manage multiple priorities simultaneously.

Benefits

• Medical, Vision, and Dental Insurance
• Short and Long Term disability paid for by company
• Employee Assistance Programs for mental health and wellness
• Paid Time Off
• 10 Company Holidays
• Training and Development Opportunities
• Employee Purpose Plan

Schedule

• In Office at Branch Location
• 9:00 am-6:00 pm Monday - Friday