This role includes retail, onsite pool servicing, and equipment installations. This type of multi-skilled role is iPool Shop Sales & Service Technician
Reports To
Store Manager / Business Owner
Position Summary
The Pool Shop Sales & Service Technician is responsible for delivering exceptional customer service both in-store and onsite. The role includes water chemical testing, retail sales, pool cleaning and maintenance, installation of pool equipment, troubleshooting, and ensuring customers receive professional advice and quality service. The successful candidate will represent the Swimworx brand with professionalism while helping grow the business through outstanding customer experiences.

Key Duties & Responsibilities
Retail Sales & Customer Service
Welcome customers and provide professional advice on pool and spa maintenance.
Perform computerized water testing and explain results.
Recommend the correct chemicals and equipment.
Process retail sales using the POS system.
Prepare customer quotations.
Promote service agreements and preventative maintenance programs.
Upsell equipment upgrades, chemicals, and accessories.
Build long-term customer relationships.

Onsite Pool Cleaning & Maintenance
Perform scheduled residential and commercial pool cleaning.
Test and balance pool water onsite.
Vacuum pools.
Brush pool walls and steps.
Empty skimmer baskets and pump baskets.
Clean cartridge, sand, and DE filters.
Backwash filters where required.
Inspect pumps, chlorinators, heaters, and automation systems.
Identify potential equipment failures before they become major issues.
Complete service reports after each visit.
Advise customers on recommended repairs or upgrades.

Equipment Installation
Install pool pumps.
Install pool filters.
Install chlorinators (salt and mineral).
Install robotic pool cleaners.
Install pool heaters.
Install pool automation systems.
Install pool lighting.
Install pool covers and rollers.
Replace valves and pipework.
Commission new equipment and demonstrate operation to customers.
Test installations to ensure safe and correct operation.

Equipment Repairs & Troubleshooting
Diagnose equipment faults.
Replace pumps, seals, motors, and impellers.
Repair plumbing leaks.
Replace valves and fittings.
Troubleshoot chlorinators and control systems.
Coordinate warranty claims with suppliers.
Escalate complex repairs where necessary.

Store Operations
Receive deliveries.
Unpack and shelve stock.
Conduct stocktakes.
Rotate chemicals and stock.
Maintain clean displays.
Keep the showroom clean and organized.
Assist with opening and closing procedures.

Administration
Complete service reports using mobile software.
Update customer records.
Schedule service appointments.
Prepare invoices.
Process payments.
Maintain accurate inventory records.
Record equipment installations and warranty information.

Workplace Health & Safety
Handle pool chemicals safely.
Wear appropriate PPE.
Follow Safe Work Procedures.
Maintain a clean and safe work vehicle.
Report hazards immediately.
Follow environmental disposal procedures.

Skills & Experience
Excellent customer service skills.
Strong communication skills.
Ability to work independently.
Good problem-solving ability.
Basic plumbing knowledge (preferred).
Mechanically minded.
Computer literacy.
Strong attention to detail.
Physically fit and capable of lifting equipment.
Current Australian Driver’s Licence (essential).

Key Performance Indicators (KPIs)
Customer satisfaction rating.
Number of pools serviced per day.
First-time fix rate for repairs and installations.
Monthly retail sales targets.
Chemical sales growth.
Service agreement renewals.
Installation revenue.
Equipment upselling.
Low callback rate.
Accurate service reporting.
Vehicle and equipment maintained to company standards.

Personal Attributes
Friendly and professional.
Honest and reliable.
Self-motivated.
Strong work ethic.
Team player.
Well presented.
Passionate about helping customers.
Positive attitude with a willingness to learn.

Career Progression
At Swimworx, team members are encouraged to develop their skills and can progress through the following career path:
Pool Shop Assistant
Pool Service Technician
Senior Pool Technician
Installation Specialist
Service Coordinator
Store Manager
Operations Manager
This broader role allows Swimworx to provide a complete end-to-end service—from expert retail advice and water testing in-store through to professional onsite pool cleaning, maintenance, repairs, and equipment installations—helping build long-term customer relationships and recurring service revenue.
deal for a growing pool business.

Reports To

Store Manager / Business Owner

Position Summary

The Pool Shop Sales & Service Technician is responsible for delivering exceptional customer service both in-store and onsite. The role includes water chemical testing, retail sales, pool cleaning and maintenance, installation of pool equipment, troubleshooting, and ensuring customers receive professional advice and quality service. The successful candidate will represent the Swimworx brand with professionalism while helping grow the business through outstanding customer experiences.

Key Duties & Responsibilities

Retail Sales & Customer Service

• Welcome customers and provide professional advice on pool and spa maintenance.
• Perform computerized water testing and explain results.
• Recommend the correct chemicals and equipment.
• Process retail sales using the POS system.
• Prepare customer quotations.
• Promote service agreements and preventative maintenance programs.
• Upsell equipment upgrades, chemicals, and accessories.
• Build long-term customer relationships.

Onsite Pool Cleaning & Maintenance

• Perform scheduled residential and commercial pool cleaning.
• Test and balance pool water onsite.
• Vacuum pools.
• Brush pool walls and steps.
• Empty skimmer baskets and pump baskets.
• Clean cartridge, sand, and DE filters.
• Backwash filters where required.
• Inspect pumps, chlorinators, heaters, and automation systems.
• Identify potential equipment failures before they become major issues.
• Complete service reports after each visit.
• Advise customers on recommended repairs or upgrades.

Equipment Installation

• Install pool pumps.
• Install pool filters.
• Install chlorinators (salt and mineral).
• Install robotic pool cleaners.
• Install pool heaters.
• Install pool automation systems.
• Install pool lighting.
• Install pool covers and rollers.
• Replace valves and pipework.
• Commission new equipment and demonstrate operation to customers.
• Test installations to ensure safe and correct operation.

 Equipment Repairs & Troubleshooting

• Diagnose equipment faults.
• Replace pumps, seals, motors, and impellers.
• Repair plumbing leaks.
• Replace valves and fittings.
• Troubleshoot chlorinators and control systems.
• Coordinate warranty claims with suppliers.
• Escalate complex repairs where necessary.

 Store Operations

• Receive deliveries.
• Unpack and shelve stock.
• Conduct stocktakes.
• Rotate chemicals and stock.
• Maintain clean displays.
• Keep the showroom clean and organized.
• Assist with opening and closing procedures.

Administration

• Complete service reports using mobile software.
• Update customer records.
• Schedule service appointments.
• Prepare invoices.
• Process payments.
• Maintain accurate inventory records.
• Record equipment installations and warranty information.

 Workplace Health & Safety

• Handle pool chemicals safely.
• Wear appropriate PPE.
• Follow Safe Work Procedures.
• Maintain a clean and safe work vehicle.
• Report hazards immediately.
• Follow environmental disposal procedures.

Skills & Experience

• Excellent customer service skills.
• Strong communication skills.
• Ability to work independently.
• Good problem-solving ability.
• Basic plumbing knowledge (preferred).
• Mechanically minded.
• Computer literacy.
• Strong attention to detail.
• Physically fit and capable of lifting equipment.
• Current Australian Driver’s Licence (essential).

 Key Performance Indicators (KPIs)

• Customer satisfaction rating.
• Number of pools serviced per day.
• First-time fix rate for repairs and installations.
• Monthly retail sales targets.
• Chemical sales growth.
• Service agreement renewals.
• Installation revenue.
• Equipment upselling.
• Low callback rate.
• Accurate service reporting.
• Vehicle and equipment maintained to company standards.

 Personal Attributes

• Friendly and professional.
• Honest and reliable.
• Self-motivated.
• Strong work ethic.
• Team player.
• Well presented.
• Passionate about helping customers.
• Positive attitude with a willingness to learn.

Career Progression

At Swimworx, team members are encouraged to develop their skills and can progress through the following career path:

• Pool Shop Assistant
• Pool Service Technician
• Senior Pool Technician
• Installation Specialist
• Service Coordinator
• Store Manager
• Operations Manager

This broader role allows Swimworx to provide a complete end-to-end service—from expert retail advice and water testing in-store through to professional onsite pool cleaning, maintenance, repairs, and equipment installations—helping build long-term customer relationships and recurring service revenue.