Area Service Manager - Commercial Kitchen Equipment

Area Service Manager (ASM) for Commercial Kitchen Equipment (CKE)

Join the best in the industry at Nex tech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of quality, value, and integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nex tech sets itself apart from other companies by being America's largest HVAC/R service provider.

As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nex tech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nex tech today!

The Area Service Manager (ASM) for Commercial Kitchen Equipment (CKE) oversees the hot-side and cold-side (refrigeration) Technicians in remote areas outside the typical ASM service territory. This role requires a technical leader with expertise in commercial kitchen equipment and refrigeration, a track record of high-quality workmanship, strong communication skills, and a commitment to ongoing self-improvement and education. The ASM of CKE is responsible for managing and supporting Technicians remotely, using augmented reality software for audio/video assistance, all while working from an office setting within an assigned regional area. The ideal candidate will have experience leading and managing commercial kitchen service technicians.

What Makes Nextech Different?

• Excellent health insurance options including a free employee only option
• Dental, vision, accident, critical illness, disability and supplemental life insurance options
• Free life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid holidays
• 2 paid personal days
• 10 paid vacation days

Responsibilities

• Recruits, hires, develops, and onboards the technician workforce in accordance with company policies (always the top priority)
• Forecasts the company's technician needs and hires accordingly
• Provides virtual technical support to technicians in remote areas using available resources, such as service manuals, videos, and online equipment libraries
• Maintains an adequate number of technicians to meet and exceed area goals
• Ensures technician productivity meets or exceeds the goals set during reviews or the hiring process
• Hires, trains, and disciplines technicians as necessary
• Ensures the market maintains sufficient work levels to support technicians (e.g., quality site surveys, sales, etc.)
• Is involved in all callbacks, communicates with technicians, ensures callbacks are handled appropriately, and provides coaching to the technicians responsible
• Handles escalated service issues related to field/technician concerns
• Develops comprehensive training plans for assigned technicians, identifies training needs, and works with senior leadership to implement the training agenda
• Conducts performance reviews and initiates corrective actions for underperforming technicians
• Evaluates and performs annual technician reviews with VP approval
• Creates and sends weekly activity schedules to VP, RSM, and OPS (reviews with VP every Friday for input and approval)
• Participates in the management "on-call" rotation for after-hours calls
• Serves as a positive role model and image for the technician group
• Protects the company's image, appearance, and reputation
• Consistently sets an example of safety
• Enforces all company policies
• Manages customer relationships for the assigned area
• Reviews and assists in scheduling equipment changeouts, ensuring budgets meet company margin profiles and expectations
• Investigates safety issues and submits reports to the VP, Director of Safety, and HR
• Completes tasks in a safe, accurate, thorough, and alert manner
• Upholds company policies and procedures
• Works professionally with managers, supervisors, coworkers, customers, and the public
• Other related job duties as assigned

Conducts mandatory weekly service meetings via Teams as scheduled, emphasizing technician performance through scorecards (limit to 1 hour maximum)

• Provides recognition for top performers
• Performs inspections of all service vans via an augmented reality platform application (check cleanliness, oil life, fluid levels, etc.)
• Inspects equipment to ensure all technicians have the proper PPE
• Discusses a safety topic each week
• Assigns a 15-minute training segment for technicians to present at service meetings (e.g., technical skills, iPad usage, or company processes and procedures)
• Introduces and welcomes new technicians
• Reviews new customer requirements and procedures
• Discusses callbacks and results, including any additional repairs needed
• Addresses technician issues from the previous week
• Collects feedback from technicians regarding office scheduling or other issues
• Confirms the lead technician to conduct the meeting in the absence of the ASM

Supervisory Responsibility:

Delivers value-added results by effectively delegating tasks, managing performance, and training and developing employees in the following positions:

• Commercial Kitchen Equipment (CKE) Technicians

Qualifications

• In-depth technical knowledge to provide value to technicians and customers, and to lead technical performance in the CKE industry
• Proven leadership in technical and performance standards within the CKE industry
• Commitment to continuous education and staying updated in the technical field
• Strong attention to detail and commitment to quality
• Ability to conduct professional conversations and resolve issues with customers effectively
• Professional appearance and demeanor at all times
• Ability to coordinate, contribute to, and work within a cross-functional team
• Exceptional organizational skills, with the ability to manage multiple tasks, prioritize, and meet deadlines
• Results-focused, with the ability to adapt to a fast-paced environment and changing deadlines
• Able to prioritize duties and manage multiple projects from start to finish with minimal supervision
• Must possess the ability to take initiative to complete assignments and job responsibilities with minimal supervision
• Experience recruiting and hiring technicians
• Proficient in Windows-based systems, including Office 365 (Teams, Outlook), and advanced Excel skills (e.g., Pivot tables, VLOOKUP, macros, formulas)
• Familiarity with navigating web portals, VR software, and managing PDF documents
• Reliable transportation to and from the regional field office
• Ability to travel as needed

What We're Looking For

• High school diploma and at least 10 years of experience in commercial kitchen equipment repair, with expertise in both cold-side and hot-side systems
• Previous experience in the commercial kitchen repair service industry or other service business preferred

Physical Requirements

• Must be able to work in an office environment and sit at a computer for up to 8 hours, with the ability to alternate between sitting and standing as needed
• Must be able to operate office equipment such as a computer, copier, telephone, printer, iPad, and cell phone
• Requires continuous use of vision, hearing, speaking, and physical movement (e.g., twisting, walking, lifting, carrying, reaching, kneeling, bending, and crouching)
• Must be able to lift up to 100 pounds for backup support tasks and maneuver a 32-foot ladder (approx. 96 pounds) for training, support, or backup duties, without exceeding ladder ratings
• Ability to kneel, squat, climb ladders, and haul equipment/tools to rooftops as needed for backup or support
• Must be able to drive extended hours for client calls (up to 8-10