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 ITWs 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/GED with 6-8 years of industry experience with previous management experience; OR
• Bachelors degree with a minimum of 2 years of relevant experience and previous management experience.
• 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.
• Bilingual (English/Spanish) preferred.
• 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 mornings, evenings and/or weekends.

ITW is an equal opportunity employer. We value our colleagues unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.