About the job Service Manager – Spa & Hot Tub Service Operations
At Epic Hot Tubs & Swim Spas, we deliver premium products backed by exceptional service. With multiple locations and a growing customer base, our service department is critical to our reputation—and we're looking for a detail-driven leader to keep it running at a high level.
Position Overview
We are hiring a Service Manager to oversee daily service operations, technician scheduling, and customer coordination.
This is a process-driven role focused on execution, organization, and consistency. Success in this position means ensuring every service job is properly scheduled, documented, completed, and invoiced without gaps or missed steps.
Service Fusion will be your primary operating system, and mastery of it is essential.
Key Responsibilities Service Operations & Scheduling
Manage and optimize technician schedules to ensure efficient routing and timely service
Own all job workflows inside Service Fusion from intake to completion
Ensure every job is properly documented, updated, and closed out in the system
Service Fusion Ownership
Maintain accuracy of all service tickets, notes, and job statuses
Enforce process discipline across the team (no skipped steps, no missing data)
Train and support technicians on proper system usage
Identify and correct breakdowns in workflow within Service Fusion
Customer & Team Coordination
Serve as the central point of communication between customers and technicians
Ensure customers are informed, scheduled properly, and taken care of throughout the process
Resolve scheduling conflicts and service issues quickly and professionally
Invoicing & Warranty
Oversee accurate and timely invoicing for all completed work
Manage warranty claim documentation and submissions
Ensure proper tracking and follow-through on reimbursements
Parts & Inventory Coordination
Monitor parts usage and ensure required materials are available
Coordinate ordering to prevent service delay
What We're Looking For
This role is best suited for someone who thrives in a structured, detail-oriented environment.
Core Traits
Highly organized and process-driven
Detail-oriented with strong follow-through
Consistent, reliable, and task-focused
Comfortable managing systems, data, and workflows
Calm under pressure and steady in day-to-day operations
Experience
Experience using Service Fusion
Experience scheduling field service technicians
Experience with invoicing systems (QuickBooks Online preferred)
Customer service or service coordination experience
Skills
Strong organizational and time management skills
Clear and professional communication
Ability to manage multiple jobs without losing accuracy
Comfortable working inside software systems for most of the day