Service Manager

Overview

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.

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 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.

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• 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 Associates/Bachelors Degree;
• AND
• Previous Management Experience Is Required.

• 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

Position/Location dependent.

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