Service Manager

ITW•New York, NY

11d

About The Position

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. SUMMARY 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.

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 Associates/Bachelors Degree
Previous management experience is required.
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.
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.
Ability to read and understand safety guidelines of the business.
Drive a culture of Safety and Wellness within assigned Branch territory.
Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality.
Demonstrates a comprehensive knowledge of company products and services.
Must be dependable, have good attendance, be punctual, and have a positive attitude.
Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
Demonstrated ability to communicate orally with individuals from within and outside the organization.
Demonstrates crisis/conflict resolution skills.
Ability to self-motivate and self-direct with little to no supervision.
Thrives in multi-tasking environment and can adjust priorities quickly.
Proven experience in Continuous Improvement activities (i.e. 80/20).
Effective organizational, leadership and presentation skills.
Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
Makes self-available to staff.
Provides regular performance feedback.
Ensures direct reports are meeting assigned metrics through evaluation, coaching, and communication.
Solicits and applies customer feedback (internal and external).
Continually works to improve supervisory skills.
Establishes and maintains effective, collaborative work relationships both internally and externally.
Effectively recruits candidates and interviews job applicants for open positions, supporting ITW Diversity and Inclusion strategies.
Represents Hobart Service within their community well.
Recognize unusual or emergency situations and take appropriate actions.
Lift up to 75 lbs with or without assistance
Climb up to 10 ft with an A-frame ladder
Occasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feet
Extensive walking 3-5 miles / day
Extensive driving 5-6 hours/day
Kneel, squat, bend, push/pull
Move in different positions to accomplish tasks in various environments including tight and confined spaces
Operate motor vehicles or heavy equipment
Operate machinery and/or power tools

Nice To Haves

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

Responsibilities

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.
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.