Service Manager

Whaley Foodservice•Fort Worth, TX

About The Position

The Service Manager prioritizes unscheduled service calls, supervises branch service technicians, and coordinates their daily and on-call schedules. The role responds to customers and factories about service issues, provides technical support to the parts department, customers, and field technicians, and prepares parts or ready boxes for assigned jobs. The manager may contact customers about leads, service matters, and collections, and conducts or oversees weekly technician meetings as required by the Area Manager. In the Area Manager’s absence, the Service Manager assumes responsibility for daily branch operations. The position may require providing technical support to on-call technicians at night, on weekends, and on holidays. This is a non-exempt position.

Requirements

High school diploma or equivalent experience.
Ability to handle multiple tasks simultaneously, including multiple incoming phone calls.
Driving record acceptable under auto liability insurance guidelines.
Either 3–5 years of previous industry experience as a Service Technician, or 1–3 years of previous industry experience combined with 2–3 years of direct customer service experience.
Good interpersonal and verbal communication skills for communicating with customers and service technicians, including over the phone.
Ability to understand and prioritize service calls and assign technicians accordingly.
Strong organizational skills and focus on promoting customer and employee satisfaction.
Ability to regularly lift 5 to 50 pounds, depending on repair, maintenance, or installation requirements.
Ability to repeatedly bend, twist, stoop, and kneel.
Ability to travel extensively each day to work site locations.
Ability to work an on-call weekend rotation if required; frequency varies by branch size.

Responsibilities

Prioritize new unscheduled service calls to best meet customer needs and assign technicians accordingly.
Directly supervise branch service technicians.
Set daily and on-call schedules for branch service technicians.
Respond to customers and factories regarding service-related issues.
Provide technical support to the branch parts department, walk-in customers, and customers over the phone.
Provide field technicians with technical support to help resolve problems quickly.
Prepare ready boxes or parts needed by technicians for assigned jobs.
Contact customers as directed regarding leads, service issues, and collection issues.
Conduct or oversee weekly technician meetings as required by the Area Manager.
Assume responsibility for daily branch operations in the Area Manager’s absence.
Be available to provide technical support to on-call service technicians at night, on weekends, and on holidays as required.
Perform other duties as required.