Service Manager

ITW•Birmingham, AL

19d

About The Position

The Service Manager reports to the District or Branch Manager and provides leadership and support to the branch and its service technicians. The role coaches and trains technicians in commercial food equipment, procedures, repair techniques, and customer-facing skills; supports and enforces company policies and guidelines; and assists branch leadership in achieving service revenue growth, profitability, productivity, quality, and service levels. The Service Manager also assists with branch business operations related to technicians and customer experience, collaborating with Dispatch, Parts, and Administration to maximize customer satisfaction. The position manages one cost center and 8–15 direct reports. It has direct supervisory responsibilities, including interviewing, hiring, training, assigning and directing work, evaluating performance, recognizing and disciplining employees, coaching, addressing complaints, and resolving problems. Other responsibilities or special projects may also be assigned. The work takes place in office and customer facilities, including commercial kitchens. Travel may be required up to 50% of the time. Normal business hours apply, with schedule flexibility and occasional or extended hours as needed to meet critical deadlines; extended hours may include nights or weekends.

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 or Bachelor’s degree or higher.
Previous management experience is required.
Leadership, organizational, and presentation skills, including the ability to supervise, coach, develop, influence, and manage employee performance.
Intermediate knowledge of business financial drivers, including financial statement analysis, budgeting, expense control, pay practices, and applicable laws.
Proven selling, negotiating, and sales abilities, with knowledge of client interviewing, cross-selling, consultative sales, proposal preparation, and presentation.
Professional customer-service demeanor and excellent written and verbal communication skills.
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 guide service priorities.
Ability to read and understand business safety guidelines and promote a culture of safety and wellness.
Dependability, punctuality, good attendance, and a positive attitude.
Ability to communicate with people within and outside the organization, resolve crises and conflicts, self-direct, and work with little to no supervision.
Ability to thrive in a multitasking environment and adjust priorities quickly.
Proven experience with continuous improvement activities, such as 80/20.
Ability to establish and maintain collaborative working relationships internally and externally.
Ability to perform the described physical tasks, including lifting up to 75 pounds, climbing ladders, walking, driving, kneeling, squatting, bending, pushing, pulling, and working in confined spaces.
Ability to operate motor vehicles or heavy equipment, machinery, and/or power tools.
Ability to work a flexible schedule to meet critical deadlines, including occasional or extended hours and 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 dependent on the position or location.

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 technicians 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 Hobart Service policies and guidelines, and assist the District or Branch Manager with policy adherence and tracking.
Assist with general branch business operations related to technicians and customer experience.
Collaborate with Dispatch, Parts, and Administration to achieve high 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 within the assigned branch territory and approach responsibilities with an emphasis on safety, efficiency, and quality.
Use data, experience, and analysis to set local service priorities and design compliant workflows and procedures.
Prioritize regular workload, special tasks, and concurrent projects, adjusting priorities and allocating time and resources to complete work efficiently.
Provide performance feedback, evaluate and coach direct reports to meet assigned metrics, and solicit and apply internal and external customer feedback.
Recruit and interview candidates in support of ITW Diversity and Inclusion strategies.
Recognize unusual or emergency situations and take appropriate action.
Represent Hobart Service within the community.