Service Manager

The Service Manager will report to the District Manager and directly manage the day to day team operations of, a team of assigned Route Supervisors, Route Service Representatives, and Route Specialists; those who provide direct customer service to the company's clients. The Service Manager will also be responsible for the daily management of the service department in areas such as training subordinate employees; setting and adjusting specific hours of work; assigning employees work and planning their work and schedule; participate in matters materially impact the employment status of subordinates; participate on an on-going basis in ordering and/or managing inventory levels for the service department. Additionally, the Service Manager is directly responsible for customer management; including pricing, orders, adjustments where applicable, set and modify delivery schedules and all other matters relating to the full customer relationship. Lastly, the Service Manager is responsible for the running of routes in absence of the Route Representative and assisting the team to meet all goals and objectives related to the branch.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

Exercising significant degree of discretion and authority in directly managing and directing a team of Route
Supervisors, Route Service Representatives, and Route Specialists

Executing and/or effectively recommending personnel decisions relating to direct reports, including decisions relating to hiring, discipline, discharge, promotions, and wage increases

Training, developing and evaluating direct reports

Planning and assigning work to direct reports, and assuring that assigned work is carried out in the manner planned

Assisting in and/or developing a budget for the service department; maintaining and ordering required inventory based on assessment of the needs of the service department and assigned customers

Ordering equipment, coordinating equipment repairs and other related expenditures, in the most cost-effective manner; managing and ensuring the safety of the equipment and fleet utilized by the service department

As direct supervisor of Route Supervisors, Route Service Representatives, and Route Specialists you must be prepared to run a route, or make special deliveries, on any given day, due to subordinate absenteeism, for training purposes, or due to customer needs

Serving as the direct liaison with our customers, ensuring satisfaction, resolving customer concerns, up-selling as appropriate, and determining appropriate levels of product, delivery schedules, and other areas of core customer concern

Effective negotiation and entering into contracts for new business and renewals with customers

Representing the service department in dealings with others in the company to ensure good communication, cooperation and teamwork in order for the company as a whole to best service our customers, in a successful and efficient manner

Being responsible for all aspects of safety and safety reporting requirements for the department

Representing Service Department at company management meetings, training, and other events

Analyzing company product and service offerings, and determining potential changes based on the company profitability and needs of customers

Providing feedback on current and future serviceability of products, offerings and programs.

All other duties as assigned by Company Management

Qualifications

Generally, requires 3-5 years of related management experience and 1-3 years of previous route experience

Demonstrated team leadership & development

Ability to build strong ongoing personal and business relationships at various levels with customers

Ability to communicate in a professional manner, both orally and in writing

Ability to perform basic mathematical calculations on the fly including, counting cash payments

Able to complete service management related tasks with little to no supervision

Current and Valid driver's license - Clear or Acceptable driving record

DOT Medical Card or successfully undergo Dept. of Transportation Medical exam - Previous experience in driving vehicles with GVW of 10,000 lbs. or more is preferred

Education and/or Experience

High School Diploma required; Bachelor's degree from four-year College or University; or three to five years related experience and/or training; or equivalent combination of education and experience is required; Master's degree highly preferred

Industry experience is highly preferred but not required

Proven track record of success in managing people, systems and business improvements

Proven track record of exceeding goals

Support a team environment of continuous improvement by identifying best practices for all involved

***For consideration please apply with an updated resume and contact information.