Field Service Manager

Service Manager - North AmericaA global leader in premium commercial cooking equipment is seeking a Service Manager to lead North American service operations. This position oversees technical support, warranty administration, field service partners, parts operations, and internal service personnel. The ideal candidate combines strong electromechanical troubleshooting skills with proven leadership and a customer-focused approach.Key ResponsibilitiesLead service operations, including technical support, work orders, dispatching, customer communication, and issue resolutionServe as the escalation point for complex equipment problemsManage warranty claims, costs, reporting, and coverage decisionsTrack and improve service KPIs, including response times, first-time fix rates, customer satisfaction, and cost per claimLead and develop internal service technicians while coordinating parts and warehouse supportManage third-party service agencies, including qualification, training, compliance, and performanceDevelop technical documentation, procedures, training programs, and certification standardsOversee parts availability, inventory, RMAs, supplier claims, and equipment modificationsMaintain safe, organized, and professional service and warehouse operationsQualificationsSeven or more years of experience in service management, technical support, or field service operationsExperience with commercial foodservice equipment or complex electromechanical systems; combi oven experience is strongly preferredStrong mechanical and electrical troubleshooting skillsExperience managing employees and third-party service providersProven ability to improve service quality, KPIs, response times, and warranty costsStrong communication, organization, and customer service skillsExperience using CRM, ERP, service-management, or KPI reporting systemsTechnical degree or diploma in engineering, industrial technology, or a related discipline preferredValid driver's license and ability to travel domestically as needed