Service Manager

ITW•Long Island, NY

About The Position

Reporting to the District or Branch Manager, the Service Manager will provide support and leadership to the branch and to individual service technicians by providing coaching and training on commercial food equipment, procedures, and techniques as well as customer facing skillsets. The Service Manager will also be required to support and enforce all company policies and guidelines required by Hobart Service and assist the District/Branch Manager in the adherence and tracking of these policies. The Service Manager is accountable for assisting in leading and directing their assigned branch operations to achieve ongoing service revenue growth, profitability, productivity, quality, and service levels. This position will be responsible for assisting the management and administration in general business operations for their branch, as it relates to Technicians and Customer experience. They will work closely and collaborate with other Branch operation personnel (Dispatch, Parts, Administration) to achieve the highest level of Customer Satisfaction.

Requirements

High school diploma or GED with a minimum of 4 years of relevant experience; OR 1-3 Years of relevant experience with a degree of higher learning such as an Associates/Bachelors Degree; AND
Previous management experience is required.
Leadership – demonstrates strong strategic leadership skills across a team of varied skill sets and exempt/non-exempt status (e.g. coaching, talent development, performance management, discipline, etc.)
Finance & Accounting – Intermediate knowledge of financial drivers of a business (e.g. analysis of financial statements, setting and administering a budget, expense control, pay practices and laws, etc.)
Sales & Marketing – Proven selling and negotiating skills with effective sales ability and persuasiveness and marketing techniques. Demonstrates knowledge in the following skills: client interviewing, sales, cross-selling, consultative sales, proposals preparation, and presentation.
Customer Service – Highly professional demeanor with excellent written and verbal communication skills to positively assist and influence customers.
Basic knowledge of/working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
Must be dependable, have good attendance, be punctual, and have a positive attitude.
Demonstrated ability to communicate orally with individuals from within and outside the organization.
Ability to self-motivate and self-direct with little to no supervision.
Effective organizational, leadership and presentation skills.
Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.

Nice To Haves

Sales Strategy and Customer Development
Knowledge of an Annual Operating Plan/Long Range Plan
Experience managing a Profit & Loss statement, cost control, inventory management, customer facing metric management (KPI, etc.)
Service/product knowledge for commercial food equipment
Mechanical aptitude
Proven experience in Continuous Improvement activities (i.e. 80/20).

Responsibilities

Developing, maintaining, and managing a highly technical field service team
Support technicians by assisting with installations, preventative maintenance, warranty and post-warranty support, emergency visits, etc.
Providing coaching and training on products, procedures, service repair techniques, and customer service
Meeting or exceeding customer satisfaction results
Talent development
Increasing employee retention and engagement levels
Responsible for 1 cost center, and 8-15 direct reports.
Span of control is between 8-15 employees.
Other responsibilities or special projects not specifically listed may also be assigned.