Market Service Manager

Job Description

Job Description

Description:

The Market Service Manager leads daily service operations within an assigned market, focusing on scheduling efficiency, technician performance, and superior customer interactions. This role is critical in maximizing technician utilization, maintaining cost control, and ensuring exceptional service quality while upholding company standards.

Success as a Market Service Manager is not just about managing operations—it’s about leading people. By demonstrating servant leadership, fostering respect, and staying connected to the field, you can create a team culture where technicians feel valued, supported, and motivated to excel.

Key Responsibilities

1. Technician Performance Management

• Oversee and review work orders to ensure technicians adhere to established procedures, processes, and performance standards.
• Provide coaching and mentorship to enhance technician effectiveness, ensure safe working practices, and foster job satisfaction.
• Conduct quarterly progress reviews and offer constructive feedback for annual merit-based adjustments.
• Manage attendance, including approving PTO requests, handling unscheduled absences, and making necessary scheduling adjustments.
• Develop and oversee the technician on-call schedule to ensure appropriate coverage.
• Coordinate with Lead Technicians to conduct hands-on evaluations for prospective hires during practical interviews.

2. Customer Communication

• Confirm appointments and proactively update customers on technician arrival times including updating customer portals & CMMS platforms.
• Participation in afterhour and weekend ON CALL rotation with fellow MSM’s
• Address customer inquiries and service-related concerns, escalating complex issues to Account Managers, the Customer Service team, or the Regional Service Operations Manager as needed.
• Maintain a high standard of customer engagement to build trust and ensure satisfaction.

3. Work Order & KPI Management

• Allocate work orders effectively to ensure optimal technician utilization and resource deployment.
• Ensure work orders are prepared for billing by reconciling costs, service details, and charges accurately.
• Monitor the progress and statuses of work orders, ensuring timely movement through all stages of the service lifecycle
• Review and approve customer quotes before submission by the parts department.
• Drive key market performance indicators

4. Cost Management & Market Profitability

• Optimize operational efficiency by managing expenses and improving technician productivity.
• Approve technician timecards and verify accuracy before submission.
• Authorize adjustments to service costs within predefined limits, escalating exceptions to the Regional Service Operations Manager for approval.

5. Reputation & Customer Retention

• Support customer retention by delivering consistent, high-quality service and maintaining effective communication throughout the customer relationship.
• Actively contribute to building a positive market reputation through strong service delivery and customer care.

ESSENTIAL:

• Key skills include:
  • Self-Driven, Team player and Strong Contributor
  • Proven ability to cultivate highly productive, collaborative relationships with internal sales teams, cross functional stakeholders, and channel partners
  • Clear and direct communication style
  • Comfortable receiving and giving feedback up, down and across the organization
  • Drives accountability of safety policies related to driving and on-site work
• Experience leading and managing people
• Experience in field service operations, technician management, or service dispatching
• Strong organizational abilities with a focus on precise scheduling and accurate documentation
• Thorough understanding of call to cash process (i.e. sales, customer care, dispatch, service, supply chain, billing, etc.)
• Excellent interpersonal skills, capable of building trust and rapport with both technicians and customers
• Proven problem-solving ability to address operational challenges and resolve customer issues effectively
• MS Office and advanced computer software skills
• Ability to operate a forklift
• Willingness to travel within the market spending time with current and potential customers
• Valid driver’s license and acceptable motor vehicle record

PREFERRED:

• Excellent interpersonal and communication skills including sales ability
• Demonstrated experience developing strategic growth and service initiatives
• Multi-unit restaurant management or technical field operations management experience
• Previous experience in the food service or equipment repair industry
• Demonstrated selection, hiring and team development skills

BENEFITS FOR INCLUDE:

• Comprehensive benefits program including 100% employer-paid Medical/Dental/Vision insurance; generous Paid Time Off; 401(k) with company match; available coverages of Life Insurance, Short-Term Disability, Critical Illness, Hospital Indemnity
• Professional Growth and Development – we want you to view your time with WCE as an investment in your future, one that pays dividends along the way. The longer you stay with WCE the wider the breadth of professional opportunities and experience you will gain.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• This job operates in a professional office and warehouse environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This role regularly works in outside weather conditions. The employee occasionally works near moving mechanical parts in high, precarious places and is occasionally exposed to wet and/or humid conditions, ambient air, temperature extremes, fumes or airborne particles, traffic, toxic or caustic chemicals, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate, but occasionally high. The Overall Physical Demands of this job are considered Medium