Open Position

National Service Manager

Denver, North Carolina

The company

Our client innovates and provides technologically advanced cooking solutions for the food service industry while prioritizing a supportive workplace culture that nurtures both professional growth and personal fulfillment for our global team. This dedication has resulted in achieving numerous Great Place to Work® certifications across various countries, including Italy, the USA, Australia, Mexico, Malaysia, and many more.

Brief:

On behalf of our client, we are seeking an experienced and proactive Service Manager to oversee and enhance our service operations. As a Service Manager, you will be responsible for supervising, managing, and training our Service Technicians and Customer Service Representatives (CSR), ensuring they deliver exceptional service in line with our company’s culture and values.

Key Responsibilities:

  • Manage warranty and technical support nationwide, ensuring prompt and effective resolution of customer issues.
  • Drive continuous improvement by implementing and refining standard work processes across all service-related functions, including CRM management.
  • Collaborate with internal and external stakeholders to build and strengthen our service network of authorized agents, supporting our sales team and aligning with the company’s vision and goals.
  • Identify and onboard new service agents as needed to support assigned regions, providing ongoing development and support to ensure their success.
  • Negotiate and manage service agreements, warranty rates, and performance objectives.
  • Authorize warranty services and approve invoices accordingly, ensuring accurate and timely processing.
  • Develop service processes, including planned maintenance programs, parts stocking requirements, and installation programs, to optimize efficiency and customer satisfaction.
  • Collaborate closely with the sales team to address the technical support needs of key customers and drive overall business growth.
  • Coordinate and organize online service training platforms to enhance the skills and knowledge of our service team.
  • Monitor and report changes in customer needs, industry trends, and competitor activities to inform strategic decision-making.
  • Stay abreast of industry performance standards, best practices, and service levels, ensuring that our performance consistently meets or exceeds benchmark standards.

 

Requirements:

Soft skills:

  • Sense of urgency, excellent problem-solving, and analytical mindset.
  • Ability to work well in a team environment, and a collaborative attitude.
  • Excellent communication and negotiation skills, with the ability to build and maintain effective relationships with internal and external stakeholders.
  • Strong leadership skills with the ability to motivate and develop high-performing teams.

Hard skills:

  • At least 5 years of proven experience in service management, preferably in the appliance or equipment industry.
  • Strong knowledge of metrics to manage cost-effectiveness and maximize profitability.
  • Ability to negotiate service agreements, contracts, and vendor relationships to optimize service delivery and achieve mutually beneficial outcomes.

 

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