Service Manager

ITW • Memphis, TN

20h

About The Position

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

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.
• Ability to read and understand safety guidelines of the business.
• 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.
• 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.
• Recognize unusual or emergency situations and take appropriate actions.

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
• Proven experience in Continuous Improvement activities (i.e. 80/20).

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.
• Interviewing, hiring, and training employees
• Planning, assigning, and directing work
• Appraising performance
• Rewarding and disciplining employees
• Addressing complaints, coaching for performance, and resolving problems

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees