Service manager

ITW•Mobile, AL

20d

About The Position

Reporting to the District or Branch Manager, the Service Manager provides leadership and support to the branch and its service technicians. The role includes coaching and training technicians on commercial food equipment, procedures, repair techniques, and customer-facing skills, while supporting and enforcing Hobart Service policies and guidelines. The Service Manager helps lead branch operations to achieve service revenue growth, profitability, productivity, quality, and service levels, and supports general branch business operations related to technicians and customer experience. The role collaborates with Dispatch, Parts, Administration, and other branch personnel to achieve high customer satisfaction. The position is responsible for one cost center and 8–15 direct reports. It has direct supervisory responsibilities, including interviewing, hiring, training, assigning and directing work, performance appraisal, recognition and discipline, coaching, addressing complaints, and resolving problems. Other responsibilities or special projects may also be assigned.

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 degree, Bachelor's degree, or higher.
Previous management experience is required.
Knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
Strong leadership, organizational, and presentation skills, including the ability to supervise, coach, and influence employees.
Intermediate knowledge of business financial drivers, including financial statement analysis, budgeting, expense control, and pay practices and laws.
Proven selling and negotiating ability, including client interviewing, sales, cross-selling, consultative sales, proposal preparation, and presentations.
Highly professional demeanor with excellent written and verbal communication skills for assisting and influencing customers.
Ability to read and understand business safety guidelines and to promote safety and wellness.
Ability to collect and research data, use intuition, experience, and data to set local service priorities, and design compliant workflows and procedures.
Ability to recognize unusual or emergency situations and take appropriate action.
Ability to meet the physical demands of the role, including lifting up to 75 pounds; climbing ladders; walking 3–5 miles per day; driving 5–6 hours per day; kneeling, squatting, bending, pushing and pulling; working in tight or confined spaces; and operating vehicles, heavy equipment, machinery, or power tools.
Ability to travel up to 50% of the time and work extended hours, including nights or weekends, as needed.

Nice To Haves

Sales strategy and customer development experience.
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 or licenses, depending on position and location.

Responsibilities

Develop, maintain, and manage a highly technical field service team.
Support technicians with installations, preventative 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.
Help achieve ongoing service revenue growth, profitability, productivity, quality, and service levels.
Support and enforce company policies and guidelines, and assist the District or Branch Manager with adherence and tracking.
Collaborate with Dispatch, Parts, Administration, and other branch operations personnel to improve customer satisfaction.
Manage one cost center and supervise 8–15 direct reports.
Interview, hire, train, plan and assign work, direct employees, appraise performance, reward and discipline employees, address complaints, coach performance, and resolve problems.
Perform other responsibilities or special projects as assigned.