SERVICE LEAD

Large and well-established commercial kitchen supplier is seeking a Service Lead. This position is responsible for leading the service department, improving customer experience, managing vendors and technicians, and building efficient systems and processes. This person will ensure service cases are handled quickly and professionally. Hours are Monday - Thursday 9:00am - 5:00pm and Friday 9:00am - 1:00pm. Salary depends on experience. Company offers health (employee-paid and then company pays a contribution with more tenure), dental, 401(k) with 3-5% match, and PTO.

Responsibilities:
Improve tracking for parts, vendors, technicians, and warranties.
Improve communication with customers and ensure consistency.
Help automate service workflows and customer updates.
Hold vendors accountable to service processes.
Track vendor performance and reimbursement.
Monitor department KPIs and dashboards.
Track response times, open cases, vendor delays, and resolution timelines.
Train and support service coordinators.