Service Manager

ITW•Des Moines, IA

27d

About The Position

Reporting to the District or Branch Manager, the Service Manager provides leadership and support to the branch and its service technicians through coaching and training on commercial food equipment, procedures, service techniques, and customer-facing skills. The role helps enforce Hobart Service policies and guidelines and supports the District or Branch Manager in monitoring compliance. The Service Manager assists in directing branch operations to promote service revenue growth, profitability, productivity, quality, and service levels, and supports general business administration related to technicians and customer experience. The role collaborates with Dispatch, Parts, and Administration to achieve high customer satisfaction. It oversees one cost center and 8–15 direct reports. This position has direct supervisory responsibilities, including interviewing, hiring, training, assigning and directing work, evaluating performance, recognizing and disciplining employees, addressing complaints, coaching, and resolving problems. The work is based in office and customer facilities, including commercial kitchens, with travel of up to 50%. Normal business hours apply, with schedule flexibility and occasional or extended hours, potentially including nights and weekends, to meet deadlines.

Requirements

High school diploma or GED and at least 4 years of relevant experience; or 1–3 years of relevant experience with an associate's, bachelor's, or higher degree.
Previous management experience is required.
Leadership ability, 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, and pay practices and laws.
Proven selling and negotiating skills, sales ability, persuasiveness, and knowledge of marketing techniques, including client interviewing, cross-selling, consultative sales, proposal preparation, and presentations.
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 business safety guidelines and promote safety and wellness.
Dependability, punctuality, good attendance, and a positive attitude.
Ability to prioritize regular work, special tasks, and concurrent projects and complete work accurately and efficiently within established time frames.
Ability to communicate orally with people inside and outside the organization and resolve crises or conflicts.
Ability to self-motivate and self-direct with little to no supervision, multitask, and adjust priorities quickly.
Effective organizational, leadership, and presentation skills, with the ability to supervise, coach, and influence employees.
Ability to provide regular performance feedback, make oneself available to staff, evaluate direct reports against metrics, and apply customer feedback.
Ability to recruit candidates and interview applicants while supporting ITW's diversity and inclusion strategies.
Ability to recognize unusual or emergency situations and take appropriate action.
Ability to lift up to 75 lbs, climb ladders, walk 3–5 miles per day, drive 5–6 hours per day, and kneel, squat, bend, push, pull, and work in tight or confined spaces.
Ability to operate motor vehicles or heavy equipment, machinery, and/or power tools.
Ability to travel up to 50% of the time and work flexible or extended hours as needed, including nights or 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 of commercial food equipment.
Mechanical aptitude.
Certificates and licenses may be position- or location-dependent.
Proven experience in continuous improvement activities, such as 80/20.

Responsibilities

Develop, maintain, and manage a highly technical field service team.
Support technicians with installations, preventive maintenance, warranty and post-warranty support, and emergency visits.
Coach and train employees on products, procedures, 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 compliance adherence and tracking.
Collaborate with Dispatch, Parts, Administration, and other branch personnel to improve customer satisfaction.
Manage one cost center and supervise 8–15 direct reports.
Interview, hire, train, assign and direct work, appraise performance, reward and discipline employees, address complaints, coach for performance, and resolve problems.
Promote safety and wellness and ensure work is performed with emphasis on safety, efficiency, and quality.
Other responsibilities or special projects may be assigned.