Service Manager

Service ManagerReporting 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.Developing, maintaining, and managing a highly technical field service teamSupport 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 serviceMeeting or exceeding customer satisfaction resultsTalent developmentIncreasing employee retention and engagement levelsMinimum Requirements:High school diploma or GED with a minimum of 4 years of relevant experience; OR 1-3 Years of relevant experience with a degree of higher learning such as an Associates/Bachelors Degree; AND Previous management experience is required.Desired Education/Experience:Sales Strategy and Customer DevelopmentKnowledge of an Annual Operating Plan/Long Range PlanExperience managing a Profit & Loss statement, cost control, inventory management, customer facing metric management (KPI, etc.)Service/product knowledge for commercial food equipmentMechanical aptitudeTechnical and Analytical SkillsBasic 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.InnovationDisplays original thinking and creativity.Meets challenges with resourcefulness.Generates suggestions for improving business.Develops innovative approaches and ideas.SafetyAbility 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 SkillsMust 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 SkillsEffective 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 EnvironmentWhile performing the duties of this Job, the employee may:Lift up to 75 lbs with or without assistanceClimb up to 10 ft with an A-frame ladderOccasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feetExtensive walking 3-5 miles / dayExtensive driving 5-6 hours/dayKneel, squat, bend, push/pullMove in different positions to accomplish tasks in various environments including tight and confined spacesOperate motor vehicles or heavy equipmentOperate machinery and/or power toolsWorking ConditionsOffice facility and customer facilities (including commercial kitchens of various types of businesses)Exposure to noise, heat, cold, slippery, wet dirty conditions may occurTravel requirement up to 50% of timeHours of WorkNormal business hours with occasional/frequent/extended hours as neededFlexibility with schedule to meet critical deadlinesExtended hours may include nights and/or weekendsNormal scheduled hours cover early mornings, evenings and/or weekendsITW 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.