Service Manager

SUMMARYReporting 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.ESSENTIAL DUTIES AND RESPONSIBILITIESDeveloping, 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 levelsResponsible for 1 cost center, and 8-15 direct reports.  Span of control is between 8-15 employees.Other responsibilities or special projects not specifically listed may also be assigned.Supervisory ResponsibilitiesThis 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; rewarding and disciplining employees; addressing complaints, coaching for performance, and resolving problems.