Service Manager

Position Summary

The Service Manager is responsible for the daily operation of the Service Department including:

• Managing technicians
• Scheduling workflow
• Customer satisfaction
• Financial performance
• Technician training
• Safety
• Inventory control
• Continuous improvement

This person will work closely with Sales, Parts, Warehouse, and Administration to provide a seamless customer experience.

Primary Responsibilities

Leadership

• Lead daily morning technician huddles
• Coach and mentor technicians
• Perform monthly one-on-one meetings (30 Every 30)
• Hold technicians accountable to company standards
• Foster a positive, team-first culture

Customer Service

• Ensure customers receive prompt communication
• Resolve escalated customer issues
• Follow up on major service calls
• Monitor customer satisfaction
• Build long-term customer relationships

Operations

Manage:

• Daily scheduling
• Emergency calls
• Preventative Maintenance programs
• Warranty work
• Shop repairs
• Field service
• Installations
• Parts coordination

Ensure work orders are:

• Accurate
• Complete
• Closed promptly
• Properly billed

Financial Management

Responsible for:

• Labor efficiency
• Billable hours
• Department profitability
• Warranty recovery
• Technician productivity
• Reducing callbacks

Technician Development

Develop technicians through:

• Weekly technical training
• Ride-alongs
• Skills assessments
• Safety meetings
• Manufacturer certifications

Communication

Maintain communication with:

• Customers
• Sales
• Warehouse
• Office staff
• Vendors
• Manufacturers

Qualifications

Preferred:

• Commercial foodservice equipment experience
• Refrigeration knowledge
• HVAC experience
• Electrical troubleshooting
• Gas equipment experience

Management Experience

• Supervising technicians
• Scheduling
• Customer service
• Coaching employees
• Conflict resolution

Other Requirements

• Excellent communication skills
• Computer proficiency
• Corrigo or service software experience preferred
• Valid driver's license

Ideal Candidate

We are looking for someone who is:

? Organized

? Positive

? Calm under pressure

? Customer focused

? Technically competent

? Process driven

? Detail oriented

? Strong communicator

? Accountable

? Continuous learner