Service Manager

Service Manager – Overview

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, techniques, and customer facing skillsets, and enforces all company policies required by Hobart Service.

Responsible for leading branch operations to achieve service revenue growth, profitability, productivity, quality, and service levels. Works with dispatch, parts, and administration to achieve highest customer satisfaction.

• Develop, maintain, and manage a highly technical field service team
• Support technicians with installations, preventive maintenance, warranty and post-warranty support, emergency visits.
• Provide coaching and training on products, procedures, repair techniques, and customer service.
• Meet or exceed customer satisfaction results.
• Talent development.
• Increase employee retention and engagement levels.
• Responsible for 1 cost center and 8-15 direct reports.
• Additional special projects as assigned.

• Interview, hire, and train employees.
• Plan, assign, and direct work.
• Appraise performance; reward and discipline; address complaints; coach; resolve problems.

• High school diploma or GED with minimum 4 years of relevant experience, or 1-3 years with associate/bachelor’s degree.
• Previous management experience required.
• Desired experience and skills: sales strategy, customer development, knowledge of operating plans, P&L management, cost control, inventory management, KPI management, commercial food equipment service/product knowledge, mechanical aptitude.

• Leadership: strategic leadership across varied skill sets, coaching, performance management, discipline.
• Finance & Accounting: intermediate knowledge of financial drivers.
• Sales & Marketing: proven selling, negotiation, client interviewing, proposals.
• Customer Service: professional demeanor, written and verbal communication.

• Technical & Analytical:
  Windows and MS Office, data collection, intuition, workflow design.
• Innovation: original thinking, resourcefulness, suggestions for improvement, innovation.
• Safety: read safety guidelines, culture of safety, emphasis on safety, efficiency, quality.
• Time Management & Communication: dependable, punctual, prioritizes workload, effective communication, conflict resolution, self‑motivation, multitasking, continuous improvement.
• Leadership
  
  Skills:
  
  organizational, presentation, supervision, coaching, recruiting, customer feedback, improving supervisory skills, internal/external relationships, recruiting diversity.

• Lift up to 75 lbs, climb ladder up to 10 ft, occasional roof access, extensive walking 3‑5 miles/day, driving 5‑6 hours/day, kneel, squat, bend, push/pull, move in tight spaces, operate vehicles or heavy equipment, operate machinery and power tools.
• Work in office and customer facilities including commercial kitchens.
• Travel up to 50% of time. Exposure to noise, heat, cold, slippery, wet dirty conditions.
• Hours:
  
  normal business hours with occasional/frequent/extended hours; flexibility; may include nights/weekends.

Salary range: $75,680.00 – $ USD annually.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.