Service Manager-Springfield

SUMMARY: The Service Manager will manage the outside Service Technicians’ equipment delivery and shop technicians daily; maintain the proper operations of all vending, fountain, and other equipment in operating territories, and ensure the efficient operation of the cooler shop. Ensure accurate completion of all required reporting and documentation of service and delivery process. Provide support, training, and ongoing skills improvement to all designated employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Responsible for following Company policies and guidelines.
• Works with dispatchers to ensure calls are dispatched appropriately.
• Company liaison with customers regarding food service issues or opportunities.
• Ensure service technicians respond to calls promptly and in the order of urgency, as designated by central dispatch or management.
• Manage the successful execution of each service call to ensure there are no calls left open or incomplete, acting as necessary.
• Monitor expenses associated with the operations of the cooler service department and submit for approval.
• Support all service technicians in the accurate capture and reporting of all CCNA service work.
• Communicate with CCNA SOM, field sales operations support manager regarding all equipment received and returned.
• Monitor orders for all parts, code invoices and provide to manager approval.
• Understand the EoStar database for all service work performed.
• Subject matter expert when troubleshooting equipment in the marketplace, both local and CCNA chain customers.
• Manage all Company policies, communication, and compliance for Service team.
• Assist in emergency situations as deemed necessary by management.
• Act as back-up for Service Technicians.
• Develop and optimize equipment deployment strategies, process, with weekly equipment inventory submitted in Teams.
• Manage asset control and documentation process that will ensure proper monitoring of movements and accounting of CDE assets.
• Ensure compliance of CDE and parts inventories and ensure cycle counts are completed daily.
• Coordinate and align CDE operations with all relevant functions.
• Responsible for managing employee payroll, CDE repair, CCNA labor credits budget.
• Create and ensure compliance with service level agreements with vendors and service providers.
• Develop and improve capabilities of service personnel, schedule and track training programs for all service employees, recruit and hire all direct reports and discipline when appropriate.
• Assure delivery of the highest service and product quality to customers and consumers alike to optimum cost of operations.
• Other tasks as assigned by Management.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES: Lead, manage the Service employees. Maintain direction and compliance with company policies and applicable regulations/laws.

COMPETENCIES: Excellent interpersonal and communication skills, with demonstrated supervisory and organizational skills.

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully.

• Education and/or Experience: High School diploma or equivalent required. College degree graduate preferred. Management experience in either manufacturing and/or engineering preferred.
• Language Skills: Ability to analyze and interpret written instruction. Ability to present and respond to common inquiries.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must be able to compute rate, ratio, and percent; with the ability to develop and interpret graphs used for presentations or reports.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to define problems, analyze, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions.
• Computer Skills: Proficient in Microsoft Office (Word, Excel).
• Certificates, Licenses, Registrations: Refrigeration/HVAC trade or vocational certification preferred.
• Other Skills and Abilities: Ability to demonstrate mechanical, technical, and electrical aptitude. Experience working with national and local food service chains. Good knowledge of department procedures and general business operations. Working knowledge on ROI/Finance analysis.

TRAVEL REQUIRED: Local daily travel.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl.

The employee must occasionally lift, push, pull, carry and/or move from 10 to 50 pounds. Specific vision abilities include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee may be exposed to weather conditions. The noise level in the work environment is usually moderate.