Service Manager

ITW•Des Moines, IA

28d

About The Position

The Service Manager reports to the District or Branch Manager and provides leadership and operational support to the branch and its service technicians. The role includes coaching and training technicians on commercial food equipment, service procedures, repair techniques, and customer-facing skills, while supporting and enforcing company policies and guidelines. The Service Manager assists in directing branch operations to improve service revenue growth, profitability, productivity, quality, and service levels, and helps administer general branch business operations related to technicians and customer experience. The role collaborates with Dispatch, Parts, Administration, and other branch personnel to achieve strong customer satisfaction. The position supervises one cost center and 8–15 direct reports. Supervisory duties include interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding and disciplining employees, coaching, addressing complaints, and resolving problems. The role also supports technicians with installations, preventive maintenance, warranty and post-warranty support, and emergency visits. Work takes place in an office and at customer facilities, including commercial kitchens. Travel may be required up to 50% of the time. The schedule generally covers normal business hours, with flexibility and occasional or extended hours as needed, including possible nights and weekends. The job may involve exposure to noise, heat, cold, slippery, wet, or dirty conditions, as well as substantial driving and walking and other physical activities.

Requirements

High school diploma or GED with at least 4 years of relevant experience, or 1–3 years of relevant experience with an associate’s degree, bachelor’s degree, or higher-level degree.
Previous management experience.
Strong strategic leadership skills, including coaching, talent development, performance management, and discipline across employees with varied skill sets and exempt/non-exempt status.
Intermediate knowledge of business financial drivers, including financial statement analysis, budgeting, expense control, pay practices, and applicable laws.
Proven selling, negotiating, and persuasive skills; knowledge of client interviewing, sales, cross-selling, consultative sales, proposal preparation, and presentations.
Highly professional demeanor and excellent written and verbal communication skills for assisting and influencing customers.
Basic or working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
Ability to collect and research data and use intuition, experience, and data to set local service priorities.
Ability to design workflows and procedures that ensure compliance.
Ability to read and understand the business’s safety guidelines and promote a culture of safety and wellness.
Dependability, good attendance, punctuality, and a positive attitude.
Ability to prioritize workload, special tasks, and concurrent projects and complete work accurately and efficiently within established time frames.
Ability to communicate orally with people within and outside the organization and demonstrate crisis and conflict resolution skills.
Ability to self-motivate and self-direct with little to no supervision, multitask, and adjust priorities quickly.
Proven experience in continuous improvement activities, such as 80/20.
Effective organizational, leadership, and presentation skills; ability to supervise, coach, and influence employees and maintain collaborative relationships internally and externally.
Ability to meet the physical demands of the job, including lifting up to 75 pounds, climbing ladders, walking 3–5 miles per day, driving 5–6 hours per day, kneeling, squatting, bending, pushing, pulling, operating vehicles or heavy equipment, and operating machinery or power tools.
Ability to work at customer facilities and in varied environments, including tight or confined spaces, and tolerate potential exposure to noise, heat, cold, slippery, wet, or dirty conditions.
Ability to travel up to 50% of the time and work flexible or extended hours as needed, potentially including nights and weekends.

Nice To Haves

Knowledge of sales strategy and customer development.
Knowledge of an Annual Operating Plan or Long Range Plan.
Experience managing a Profit & Loss statement, cost control, inventory management, and customer-facing metrics such as KPIs.
Service or product knowledge related to commercial food equipment.
Mechanical aptitude.
Certificates or licenses may be position- or location-dependent.

Responsibilities

Develop, maintain, and manage a highly technical field service team.
Support technicians with installations, preventive maintenance, warranty and post-warranty support, emergency visits, and related service needs.
Coach and train employees on products, procedures, service repair techniques, and customer service.
Meet or exceed customer satisfaction results.
Develop talent and increase employee retention and engagement.
Assist in leading and directing branch operations to achieve service revenue growth, profitability, productivity, quality, and service levels.
Support and enforce company policies and guidelines, and assist the District or Branch Manager with policy adherence and tracking.
Administer general branch business operations related to technicians and customer experience, collaborating with Dispatch, Parts, Administration, and other branch personnel.
Supervise one cost center and 8–15 direct reports, including interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding and disciplining employees, addressing complaints, coaching, and resolving problems.
Ensure direct reports meet assigned metrics through evaluation, coaching, and communication; provide regular performance feedback.
Solicit and apply internal and external customer feedback.
Recruit and interview candidates while supporting ITW Diversity and Inclusion strategies.
Promote safety, efficiency, and quality within the assigned branch territory.
Recognize unusual or emergency situations and take appropriate action.
Complete other assigned responsibilities or special projects.