Service Manager

Job Description

The Service Manager leads the Coffee, Water Filtration, Micro Market and/or Vending assets, processes, and service technician work group, as applicable.

The Service Manager leads the Coffee, Water Filtration, Micro Market and/or Vending assets, processes, and service technician work group, as applicable. Responsibilities include assigning work orders, supervising equipment preparation for deployment, scheduling service for equipment and assets, and managing service-team performance to strengthen key business service metrics and client retention. The role ensures prompt, pleasant, and complete service through proactive asset servicing and responsive service calls, helping reduce repeat calls and ensure appropriate equipment is deployed to clients.

The Service Manager supports the Service STARS culture and safety leadership within the Market Center to promote a positive workplace. The role requires some knowledge of diagnosing, repairing, refurbishing, and installing equipment, as well as the ability or experience to work in support systems, including Salesforce or other operating systems.

• Manage the service technician workforce that installs, repairs, and replaces equipment, and ensure work is completed.
• Lead service-team training, coaching, and performance management, and maintain all required business and personnel records.
• Schedule, manage, and monitor employees' daily workload, including preventive maintenance, water filter/UV exchange schedules, and service tickets; supervise completion of scheduled service and drive improvement in repeat-call and completion-time metrics.
• Complete one ride-along per quarter for each technician.
• Attend key installations to provide support and training and help ensure a flawless start for new clients.
• Manage and ensure accurate completion of service-call responses through the Salesforce dispatcher.
• Manage the asset creation and approval process and queue in Salesforce.
• Monitor and order parts inventory and, where applicable, equipment; communicate inventory levels with management and sales teams to align current needs and forecast future requirements.
• Work with the sales team to coordinate equipment demonstrations, installations, service moves, and repairs for prospective and current clients.
• Manage inventories, including parts and accessories.
• Coordinate third-party equipment installation, repairs, and service needs.
• Adhere to National Account specific Service Level Agreements.
• Model and lead the Service STARS culture, safety leadership, and related key initiatives; promote a positive Market Center environment and foster effective communication at all organizational levels.
• Oversee Market Center maintenance and perform other duties as assigned.
• Open and/or close the Market Center as needed.
• Support the leadership team and staff with business operations.

• Associate degree, with a bachelor's degree preferred, and at least two years of relevant experience in service, maintenance, or related operations; or a high school diploma/G.E.D. with two to four years of relevant experience.
• Valid driver's licence.
• Demonstrated experience leading and supporting teams.
• Excellent organizational, time-management, and multitasking skills.
• Strong problem-solving skills, with the ability to identify solutions that affect the entire work unit or department.
• Demonstrated tact and professionalism in handling serious complaints and resolving sensitive issues.

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of…