Service Manager

Burkett Restaurant Equipment • Perrysburg, OH

24d

About The Position

The Service Manager leads Burkett’s entire service operation, including the shop team that reconditions used commercial restaurant equipment and the field service business that maintains and repairs customers’ kitchen equipment on-site. The role ensures reconditioned equipment meets original manufacturer specifications while developing the field service business through on-site repairs, preventive maintenance, and OEM warranty work. The Service Manager combines technical leadership, team development, and business growth, holding the team to standards for safety, quality, turnaround, and financial performance.

The position owns the outside service growth plan, establishes and tracks revenue, gross margin, and service-call targets, and works with Sales and Customer Service to develop customer relationships and win new accounts. It establishes preventive maintenance offerings and agreements, maintains OEM service authorizations and technician certifications, and oversees field dispatch, scheduling, response times, pricing, vehicle parts, and service systems.

The Service Manager also directs the reconditioning shop’s daily work, work-order priorities, productivity, inventory accuracy, parts planning, and final quality approval. The role supports freight claims and customer and sales troubleshooting, uses warranty-claim analysis to improve reconditioning standards, hires and develops technicians, maintains safety practices, and manages departmental budgets and costs. The position reports to the VP of Operations and directly supervises Shop & Field Service Technicians and the Service Coordinator. Scheduled hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility to support field service and customer needs as the business grows.

Requirements

• At least 5 years of experience in a technical service, equipment repair, maintenance, or manufacturing environment, including at least 3 years leading hourly or technical teams.
• Strong mechanical and electrical troubleshooting skills, including the ability to read wiring diagrams and schematics; working knowledge of gas, electric, and refrigeration systems or demonstrated ability to learn them quickly.
• Track record of improving operational results such as throughput, quality, turnaround, and cost using work-order management, standard work, and root cause analysis.
• Experience building and managing a budget, with comfort in pricing, margins, and basic P&L concepts.
• Customer-facing confidence, including the ability to quote work, explain repairs in plain language, and resolve service complaints professionally.
• Ability to coach, mentor, and develop employees to meet or exceed goals, using a lead-by-example approach that builds morale, resolves conflict, and maintains confidentiality.
• Excellent problem-solving skills and ability to balance multiple, changing priorities.
• Proficiency with ERP and work-order systems and Microsoft Office.
• Valid driver’s license and acceptable driving record.

Nice To Haves

• Commercial foodservice equipment service experience.
• CFESA certification.
• Experience starting or growing a service line, including field service operations, preventive maintenance contracts, or service sales.
• Experience with OEM service authorizations, factory training, and warranty claim processes.
• Lean, Six Sigma, or other continuous improvement training.
• Experience with field service management or dispatch software.
• NetSuite experience.

Responsibilities

• Own the outside service business growth plan, setting revenue, gross margin, and service-call targets with the VP of Operations and reporting progress monthly.
• Partner with Sales and Customer Service to introduce service offerings to existing customers and win new accounts.
• Develop preventive maintenance offerings, pricing, service agreements, and customer participation.
• Pursue and maintain manufacturer service authorizations, keep technician certifications current, and ensure warranty claims are accurate and reimbursed on time.
• Establish field dispatch and scheduling, response-time standards, labor and trip-charge pricing, and service-vehicle parts stocking; track first-time fix rate and technician utilization.
• Recommend when to add technician capacity and establish work-order, invoicing, and customer-history processes to support growth.
• Direct and prioritize shop work orders, monitor progress, and manage output and margin per labor hour.
• Coordinate product mix and parts requirements with the Service Coordinator to support scheduled work.
• Manage used equipment, work-in-progress, and parts inventory accuracy.
• Review and approve completed equipment before shipment, ensuring it meets quality standards.
• Evaluate and execute used-equipment purchases based on customer demand, reconditioning cost, and margin.
• Diagnose damaged equipment and provide labor and parts estimates for freight claims.
• Assist Customer Service and Sales with equipment troubleshooting and technical questions.
• Analyze used-equipment warranty claims to identify root causes and improve reconditioning standards.
• Hire, train, coach, and develop shop and field technicians; set individual goals and build skilled, certified talent.
• Ensure safety in the shop and at customer sites, including compliance with OSHA and company policies for gas, electrical, and refrigeration work.
• Lead departmental target setting and budgeting, and manage labor, parts, and vehicle costs against plan.

Benefits

• Health insurance options
• Dental insurance
• Vision insurance
• Short- and long-term disability
• Life insurance
• Paid time off
• Paid holidays
• 401(k) retirement program, with deferral eligibility after a 90-day waiting period and company match eligibility after a one-year waiting period

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed