Service Manager

Capital City Restaurant Supply

Bismarck, ND

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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