National Service Manager at Jacuzzi Group

Job Description

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group– the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 9 successful locations launched nationwide in under 4 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers, and over 60 years of proven excellence to deliver the highest standard of customer satisfaction.

The National Service Manager is responsible for overseeing service operations in various regions. This role focuses on delivering high-quality services, ensuring customer satisfaction, and maintaining operational efficiency. The position involves managing service teams and addressing service escalations in collaboration with the production department, while also leading strategic initiatives to enhance revenue within the service department.

This is a hybrid position, requiring a combination of remote work and on-site presence. As such, candidates must reside near one of our active markets to ensure accessibility for team collaboration, field visits, and in-person oversight. Preferred locations include Phoenix, AZ; Tucson, AZ; Portland, OR; Seattle, WA; St. Louis, MO; Atlanta, GA; Miami, FL; Detroit, MI; or Roselle, IL. This role will also require up to 25% travel to support service operations, team development, and ensure consistent execution of our service program across all markets.

Key Responsibilities:

Lead, mentor, and manage a team of service technicians and subcontractors.
Set performance goals, conduct evaluations, and ensure team alignment with company standards.
Oversee service and rework activities.
Manage inbound service requests and repair activities.
Maintain high levels of customer service and satisfaction.
Act as a point of escalation for complex service issues.
Develop and implement customer service improvement strategies.
Develop and execute strategic business plans for service operations.
Collaborate with production and technical teams to support new product introductions and training.
Monitor service performance.
Provide regular reports to senior management.
Meet with local teams to review services.
Ensure compliance with safety regulations.
Responsible for hiring, training and onboarding.

Qualifications & Experience

5+ years of experience in a service leadership role, preferably within the construction, plumbing, HVAC, or bath industries
Proven ability to develop and implement a service program from the ground up
Strong background in plumbing or construction; journeyman-level experience is highly preferred
Experience managing teams and service operations across multiple markets.
Comfortable handling escalated customer issues and ensuring timely, professional resolution
Skilled in people management, including hiring, coaching, and developing teams
High level of accountability, with a strong sense of ownership and responsibility
Possess strong interpersonal and communication abilities.
Demonstrate exceptional problem-solving and decision-making skills.
Capable of performing under pressure and managing stress effectively.
Must be highly organized and capable of multitasking.