Head of Client Support Services

Reporting 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 team.

Support 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 service.

Meeting or exceeding customer satisfaction results.

Other responsibilities or special projects not specifically listed may also be assigned.

This position has direct supervisory responsibilities and carries out these responsibilities in accordance with ITW’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints, coaching for performance, and resolving problems.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

High school diploma or GED with a minimum of 4 years of relevant experience;

1-3 Years of relevant experience with a degree of higher learning such as an Associates/Bachelors Degree;

Previous management experience is required.

Sales Strategy and Customer Development.

Experience managing a Profit & Loss statement, cost control, inventory management, customer facing metric management (KPI, etc.)

Service/product knowledge for commercial food equipment.

Mechanical aptitude.

Leadership – demonstrates strong strategic leadership skills across a team of varied skill sets and exempt/non-exempt status (e.g. coaching, talent development, performance management, discipline, etc.)

Finance & Accounting – Intermediate knowledge of financial drivers of a business (e.g. analysis of financial statements, setting and administering a budget, expense control, pay practices and laws, etc.)

Customer Service – Highly professional demeanor with excellent written and verbal communication skills to positively assist and influence customers.

Basic 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.

Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality.

Time Management and Communication Skills:

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.

Ability to self-motivate and self-direct with little to no supervision.

Provides regular performance feedback.

Ensures direct reports are meeting assigned metrics through evaluation, coaching, and communication.

Solicits and applies customer feedback (internal and external).

Effectively recruits candidates and interviews job applicants for open positions, supporting ITW Diversity and Inclusion strategies.

Represents Hobart Service within their community well.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Lift up to 75 lbs with or without assistance.

Operate motor vehicles or heavy equipment.

Office facility and customer facilities (including commercial kitchens of various types of businesses).

Travel requirement up to 50% of time.

Extended hours may include nights and/or weekends.

Normal scheduled hours cover early mornings, evenings and/or weekends.

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