Service Manager
at ITW Employee Network

Date Posted: 6/18/2019

Job Description

Service Manager - Minneapolis MN
Are you mechanically and electrically inclined?  Do you like providing customers with quality service solutions?  Join our team and become a part of the leading nationwide provider of commercial food equipment service.
Who are we?
Hobart Service, an Illinois Tool Works Company, has been in business for over 120 years and is the trusted source for Commercial Food Equipment Service Solutions.  We have over 1,700 associates nationwide who serve as valued partners to our customers.  Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, and Respect.
The Position
The Service Manager is responsible for the full employee life-cycle of 10-15 technicians. She/he will ensure operational excellence and safety; regularly monitor performance to ensure technicians are meeting or exceeding expectations, identify introductory and ongoing training needs, and drive continuous satisfaction and engagement to maximize technician retention. The Service Manager will serve as a positive role model in supporting Hobart Service culture and vision, mission and values. 
  • Recruit, hire, on-board new technicians
  • Ensure Technicians receive appropriate and timely training; when necessary, select and assign experienced Technicians to serve as mentors and on-the-job training facilitators
  • Manage Technician performance by monitoring monthly metrics (First Call Completion, Days to Complete, Response Time, and Call Backs); work with Technicians to maximize productivity and/or address improvement areas. Provide ongoing feedback and coaching.
  • Drive to Zero safety incidents among assigned Technicians. Maintain acceptable safety metrics for assigned Technicians, ensure compliance with safety requirements, including, but not limited to, monthly training and effective use of PPE.
  • In collaboration with Parts team members, continually optimize technician truck parts inventory based on serviced product line(s); ensure appropriate inventory levels to effectively service assigned customers
  • Maintain effective communications with assigned team, which can include remote technicians who may be located hours from the physical branch
  • Serve as escalation point for customer complaints and issues
  • Manage regular maintenance for service vehicles
  • Coordinate with Dispatcher(s) to maximize efficient technician routing to customer service calls
  • Manage necessary overtime and time off per corporate guidelines and ensures On-Call protocol is up to date and communicated
  • Meet assigned financial targets for revenue (contracts and TM)
  • Develop and maintain relationships with existing and new key customers in assigned territory
  • Additional work as assigned
Minimum Qualifications
  • Demonstrated leadership and successfully managing/influencing work of others
  • Experience effectively managing customer relations dealing directly with customers
  • Ability to effectively demonstrate productivity tools, i.e. Microsoft Office
  • Achieve targets and goals with minimal supervision
  • Strong communication skills verbal and written
  • Electrical and mechanical service experience
  • Valid driver’s license
Preferred Qualifications
  • 5-7 years demonstrated proficiency in a field service role
  • Service product knowledge
  • Ability to understand financial information such as margins, labor cost, mark-ups and expense control
  • Working knowledge of Branch operating systems
  • Customer Relations Management /Sales experience
  • Associates degree or prior Hobart Service supervisory experience
Physical Requirements 
  • Up to 25% travel to visit technicians in the Field
  • May be exposed to noise, heat, cold, slippery, wet conditions
  • May be required to sit/stand/walk for extended periods of time
  • May be required to lift 50-75 lbs. (with or without assistance)
  • May be required to climb a ladder
  • Driving company vehicles for extended periods of time
Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at [Click Here To Join] to request assistance. No other requests will be acknowledged.

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