Service Support Manager - Exton, PA

Canteen

Salary: $65,000 - $75,000 / year

Other Forms of Compensation: Yearly Bonus Opportunity

Growth. Opportunity. Excellence.

Canteen brings break time to everyone. We combine food, service, and experience backed by industry-leading technology to help companies create a better workplace and connect their employees. Canteen’s solutions include markets, office coffee and snacks, unattended retail, and culinary.

Our people are at the heart of everything we do. Their dedication, collaboration, and passion fuel our growth. Interested in joining our team? You bring the enthusiasm, customer service, and commitment; we’ll supply the opportunity and innovation. Together, we’ll continue to transform our industry.

Come grow with us. We are Canteen.





Job Summary

The Service Support Manager oversees installation support operations for new and existing customer locations, ensuring equipment is prepared, scheduled, installed, and serviced efficiently. This role leads a team of technicians responsible for vending machines, kiosks, cameras, coffee machines, ice machines, coolers, and other food service equipment.

The ideal candidate is a strong leader with excellent organizational, scheduling, and problem-solving skills who thrives in a fast-paced environment.



Key Responsibilities

• Manage all installation support activities for new and existing customer accounts.
• Oversee equipment preparation, staging, testing, and deployment for installations.
• Coordinate installations of vending machines, kiosks, cameras, coffee machines, ice machines, coolers, and food service equipment.
• Create and manage technician schedules using Outlook and Excel while adjusting priorities as business needs change.
• Ensure adequate weekend and on-call technician coverage.
• Monitor work orders, service requests, and technician activity through service management systems.
• Serve as the primary escalation point for installation and service-related issues.
• Collaborate with operations, logistics, warehouse, and customer service teams to ensure successful installations.
• Track productivity, service levels, and operational performance metrics.
• Maintain accurate records, reports, and schedules.

• Lead, coach, train, and develop a team of service and installation technicians.
• Recruit, interview, hire, and onboard new team members.
• Conduct performance evaluations and provide ongoing feedback.
• Promote a culture of accountability, safety, teamwork, and excellent customer service.
• Address performance concerns and administer corrective action when necessary.

• 3+ years of leadership experience managing service, installation, field operations, or technical support teams.
• Strong organizational, planning, and time-management skills.
• Proven ability to multitask, prioritize, and pivot quickly in a dynamic environment.
• Experience scheduling field technicians and managing service operations.
• Proficiency in Microsoft Outlook and Excel, including basic reporting and scheduling functions.
• Strong communication, interpersonal, and customer service skills.
• Technical aptitude and ability to understand equipment installation and service processes.
• Experience managing employee performance, training, coaching, and development.

• Experience in vending, food service equipment, beverage systems, kiosks, refrigeration, or related industries.
• Familiarity with Smart Service or similar service ticket management software.
• Experience managing on-call and weekend technician teams.

• Leadership & Team Development
• Scheduling & Resource Planning
• Organization & Attention to Detail
• Problem Solving & Decision Making
• Customer Service Excellence
• Technical Aptitude
• Adaptability & Flexibility
• Performance Management