Service Manager

Job Description

Reporting to the District or Branch Manager, the Service Manager will provide support and leadership to the branch and to individual service technicians by providing coaching and training on commercial food equipment, procedures, and techniques as well as customer‑facing skillsets. The Service Manager will also be required to support and enforce all company policies and guidelines required by Hobart Service and assist the District/Branch Manager in the adherence and tracking of these policies.

The Service Manager is accountable for assisting in leading and directing their assigned branch operations to achieve ongoing service revenue growth, profitability, productivity, quality, and service levels. This position will be responsible for assisting the management and administration in general business operations for their branch, as it relates to Technicians and Customer experience. They will work closely and collaborate with other Branch operation personnel (Dispatch, Parts, Administration) to achieve the highest level of Customer Satisfaction.

• Developing, maintaining, and managing a highly technical field service team
• Support technicians by assisting with installations, preventative maintenance, warranty and post‑warranty support, emergency visits, etc.
• Providing coaching and training on products, procedures, service repair techniques, and customer service
• Meeting or exceeding customer satisfaction results
• Talent development
• Increasing employee retention and engagement levels

Responsible for 1 cost center, and 8-15 direct reports. Span of control is between 8-15 employees.

Other responsibilities or special projects not specifically listed may also be assigned.

This position has direct supervisory responsibilities and carries out these responsibilities in accordance with ITW’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, coaching for performance, and resolving problems.

Minimum Requirements

• High school diploma or GED with a minimum of 4 years of relevant experience
• OR 1-3 years of relevant experience with a degree of higher learning such as an Associate’s/Bachelor’s Degree

Previous Management Experience Is Required.

Desired Education/Experience

• Sales Strategy and Customer Development
• Knowledge of an Annual Operating Plan/Long Range Plan
• Experience managing a Profit & Loss statement, cost control, inventory management, customer‑facing metric management (KPI, etc.)
• Service/product knowledge for commercial food equipment
• Mechanical aptitude

Certificates and Licenses

Position/Location dependent.

Job‑Specific Knowledge

• Leadership – demonstrates strong strategic leadership skills across a team of varied skill sets and exempt/non‑exempt status (e.g. coaching, talent development, performance management, discipline, etc.)
• Finance & Accounting – Intermediate knowledge of financial drivers of a business (e.g. analysis of financial statements, setting and administering a budget, expense control, pay practices and laws, etc.)
• Sales & Marketing – Proven selling and negotiating skills with effective sales ability and persuasiveness and marketing techniques. Demonstrates knowledge in the following skills: client interviewing, sales, cross‑selling, consultative sales, proposals preparation, and presentation.
• Customer Service – Highly professional demeanor with excellent written and verbal communication skills to positively assist and influence customers.

Technical and Analytical Skills

• Basic knowledge of/working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
• Collects and researches data.
• Uses intuition, experience, and data to drive local service priorities.
• Designs workflows and procedures to ensure compliance.

Innovation

• Displays original thinking and creativity.
• Meets challenges with resourcefulness.
• Generates suggestions for improving business.
• Develops innovative approaches and ideas.

Safety

• Ability to read and…