Service Manager
Capital City Restaurant Supply
Job Description
Job Description
Capital City Restaurant Supply
Service Manager
Location: Bismarck, ND
Join One of the Region's Leading Foodservice Equipment Companies
Capital City Restaurant Supply (CCRS) has proudly served North Dakota and surrounding states since 1971. We provide commercial foodservice equipment, refrigeration, HVAC, parts, installation, and service to restaurants, schools, healthcare facilities, convenience stores, hotels, and institutions.
We are seeking an energetic, organized, customer-focused Service Manager to lead our growing Service Department.
This position is responsible for developing technicians, delivering outstanding customer service, improving efficiency, increasing profitability, and ensuring every customer receives an exceptional experience.
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
Key Performance Indicators (KPIs)
Customer
- Customer Satisfaction Score: 95%+
- Customer callbacks within 2 business hours
- Less than 5% repeat repairs
- Less than 3 customer complaints per month
Financial
Service Gross Profit
Target: Company goal
Billable Technician Hours
75% minimum
Service Sales Growth
Annual increase
Warranty Recovery
100%
Work Orders
Average Work Order Age
Less than 10 days
Pending Work Orders
Reviewed every morning
Open Work Orders over 30 days
Zero without documented reason
Work Orders Closed Daily
95%
Scheduling
Daily technician utilization
95%
Emergency response time
Same day whenever possible
PM visits completed
100%
Technician Development
Weekly technical training
Every Friday (minimum 30 minutes)
Monthly ride-alongs
Minimum 2
Annual certifications completed
100%
Quarterly performance reviews
100%
Safety
Recordable accidents
Zero
Vehicle inspections
Weekly
Shop inspections
Weekly
Safety meetings
Monthly
Inventory
Parts returns completed weekly
100%
Warranty parts processed
100%
Service truck inventory accuracy
95%
Leadership
Daily Morning Huddle
100%
30 Every 30 meetings
100%
Employee retention
Above company average
Department communication score
Quarterly survey
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