Service Manager

Job Description:

SUMMARY

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.

ESSENTIAL DUTIES AND 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.

Supervisory Responsibilities

This position has direct supervisory responsibilities and carries out these responsibilities in accordance with ITW’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, coaching for performance, and resolving problems.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Requirements:

Education and Work Experience

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.

Desired Education/Experience

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

Certificates and Licenses

Position/Location dependent.

Job —Specific Knowledge

To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

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.

COMPETENCIES

Technical and Analytical Skills

Basic knowledge of/working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.

Collects and researches data.

Uses intuition, experience, and data to drive local service priorities.

Designs workflows and procedures to ensure compliance.

Innovation

Displays original thinking and creativity.

Meets challenges with resourcefulness.

Generates suggestions for improving business.

Develops innovative approaches and ideas.

Safety

Ability to read and understand safety guidelines of the business.

Drive a culture of Safety and Wellness within assigned Branch territory.

Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality.

Demonstrates a comprehensive knowledge of company products and services.

Time Management and Communication Skills

Must be dependable, have good attendance, be punctual, and have a positive attitude.

Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.

Demonstrated ability to communicate orally with individuals from within and outside the organization.

Demonstrates crisis/conflict resolution skills.

Ability to self-motivate and self-direct with little to no supervision.

Thrives in multi-tasking environment and can adjust priorities quickly.

Proven experience in Continuous Improvement activities (i.e. 80/20).

Leadership Skills

Effective organizational, leadership and presentation skills.

Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.

Makes self-available to staff.

Provides regular performance feedback.

Ensures direct reports are meeting assigned metrics through evaluation, coaching, and communication.

Solicits and applies customer feedback (internal and external).

Continually works to improve supervisory skills.

Establishes and maintains effective, collaborative work relationships both internally and externally.

Effectively recruits candidates and interviews job applicants for open positions, supporting ITW Diversity and Inclusion strategies.

Represents Hobart Service within their community well.

Recognize unusual or emergency situations and take appropriate actions.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee may:

Lift up to 75 lbs with or without assistance

Climb up to 10 ft with an A-frame ladder

Occasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feet

Extensive walking 3-5 miles / day

Extensive driving 5-6 hours/day

Kneel, squat, bend, push/pull

Move in different positions to accomplish tasks in various environments including tight and confined spaces

Operate motor vehicles or heavy equipment

Operate machinery and/or power tools

Working Conditions

Office facility and customer facilities (including commercial kitchens of various types of businesses)

Exposure to noise, heat, cold, slippery, wet dirty conditions may occur

Travel requirement up to 50% of time

Hours of Work

Normal business hours with occasional/frequent/extended hours as needed

Flexibility with schedule to meet critical deadlines

Extended hours may include nights and/or weekends

Normal scheduled hours cover early mor