SERVICE MANAGER - Ft. Worth, TX

Whaley Foodservice•Fort Worth, TX

7d•Onsite

About The Position

The Service Manager is responsible for prioritizing new unscheduled service calls, providing direct supervision of all branch service technicians, and setting up daily and on-call schedules. This role involves responding to customers and factories regarding service issues, providing technical support to the parts department and technicians in the field, and managing branch operations in the absence of the Area Manager. The position requires excellent interpersonal and communication skills, the ability to handle multiple tasks, and a focus on customer and employee satisfaction. The role also involves physical demands such as lifting, bending, and extensive travel, with potential exposure to hot grease and on-call weekend rotation.

Requirements

Good interpersonal and communication skills for verbal, over the phone communications with customers and service technicians.
The ability to understand and prioritize service calls and assign technicians accordingly.
Must be well organized and focused on promoting customer and employee satisfaction.
Regular lifting of 5 pounds to 50 pounds depending on requirements of the repair, maintenance, and/or installation.
Repeated bending, twisting, stooping and kneeling.
Extensive daily travel to work site location.
Exposure to hot grease from fryers.
On-call weekend rotation may be required (frequency varies with branch size).
A High School diploma or the equivalent in experience.
Ability to handle multiple tasks simultaneously including multiple incoming phone calls.
Driving record acceptable under auto liability insurance guidelines.
3-5 years previous experience as a Service Technician within the industry or 1-3 years previous industry experience combined with 2-3 years of direct customer service experience.

Responsibilities

Prioritize new unscheduled service calls for branch’s service technicians to best meet customer’s needs.
Provide direct supervision of all branch service technicians.
Set up daily and on-call schedule for all service technicians at branch location.
Respond directly to customers and factories regarding service related issues.
Provide technical support for branch parts department, walk-in customers and customers over the phone.
Provide technical support to branch service technicians in the field to resolve problems quickly.
Set up ready boxes or parts needed by technicians for assigned jobs.
Contact customers as directed for leads, service issues and collection issues.
Conduct/oversee weekly tech meetings as required by Area Manager.
In Area Managers absence, assume responsibility for daily branch operations.
Be available to on-call service technicians (nights, holidays and weekends) for technical support as required.
Performs other duties as required.