Service Manager

Hobart Service an Illinois Tool Works Company has been in business for over 125years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1700 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 Respect and Shared Risk.

SUMMARY

Reporting 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 RESPONSIBILITIES

• Developing maintaining and managing a highly technical field service team
• Support technicians by assisting with installations preventative maintenance warranty and postwarranty support emergency visits etc.
• Providing coaching and training on products procedures service repair techniques and customer service
• Meeting or exceeding customer satisfaction results
• Talent development
• Increasing employee retention and engagement levels

Responsible for 1 cost center and 815 direct reports. Span of control is between 815 employees.

Other responsibilities or special projects not specifically listed may also be assigned.

Supervisory Responsibilities

This position has direct supervisory responsibilities and carries out these responsibilities in accordance with ITWs 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.

The requirements listed below are representative of the knowledge skill and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Requirements:

Education and Work Experience

High school diploma or GED with a minimum of 4 years of relevant experience;

OR

13 Years of relevant experience with a degree of higher learning such as an Associates/Bachelors Degree;

AND

Previous management experience is required.

Desired Education/Experience

• Sales Strategy and Customer Development
• Knowledge of an Annual Operating Plan/Long Range Plan
• Experience managing a Profit & Loss statement cost control inventory management customer facing metric management (KPI etc.
• Service/product knowledge for commercial food equipment
• Mechanical aptitude

Certificates and Licenses

Position/Location dependent.

Job Specific Knowledge

To perform this job successfully the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

• Leadership demonstrates strong strategic leadership skills across a team of varied skill sets and exempt/nonexempt status (e.g. coaching talent development performance management discipline etc.
• Finance & Accounting Intermediate knowledge of financial drivers of a business (e.g. analysis of financial statements setting and administering a budget expense control pay practices and laws etc.
• Sales & Marketing Proven selling and negotiating skills with effective sales ability and persuasiveness and marketing techniques. Demonstrates knowledge in the following skills: client interviewing sales crossselling consultative sales proposals preparation and presentation.
• Customer Service Highly professional demeanor with excellent written and verbal communication skills to positively assist and influence customers.

COMPETENCIES

Technical and Analytical Skills

• Basic knowledge of/working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
• Collects and researches data.
• Uses intuition experience and data to drive local service priorities.
• Designs workflows and procedures to ensure compliance.

Innovation

• Displays original thinking and creativity.
• Meets challenges with resourcefulness.
• Generates suggestions for improving business.
• Develops innovative approaches and ideas.

Safety

• Ability to read and understand safety guidelines of the business.
• Drive a culture of Safety and Wellness within assigned Branch territory.
• Ability to approach job responsibilities with an emphasis on safety efficiency and quality.
• Demonstrates a comprehensive knowledge of company products and services.

Time Management and Communication Skills

• Must be dependable have good attendance be punctual and have a positive attitude.
• Prioritizes regular workload special tasks and concurrent projects allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
• Demonstrated ability to communicate orally with individuals from within and outside the organization.
• Demonstrates crisis/conflict resolution skills.
• Ability to selfmotivate and selfdirect with little to no supervision.
• Thrives in multitasking environment and can adjust priorities quickly.
• Proven experience in Continuous Improvement activities (i.e. 80/20.

Leadership Skills

• Effective organizational leadership and presentation skills.
• Proven leadership and collaboration skills with the ability to effectively supervise coach and influence employees.
• Makes selfavailable to staff.
• Provides regular performance feedback.
• Ensures direct reports are meeting assigned metrics through evaluation coaching and communication.
• Solicits and applies customer feedback (internal and external).
• Continually works to improve supervisory skills.
• Establishes and maintains effective collaborative work relationships both internally and externally.
• Effectively recruits candidates and interviews job applicants for open positions supporting ITW Diversity and Inclusion strategies.
• Represents Hobart Service within their community well.
• Recognize unusual or emergency situations and take appropriate actions.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job the employee may:

• Lift up to 75 lbs with or without assistance

• Climb up to 10 ft with an Aframe ladder
• Occasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feet
• Extensive walking 35 miles / day
• Extensive driving 56 hours/day
• Kneel squat bend push/pull
• Move in different positions to accomplish tasks in various environments including tight and confined spaces
• Operate motor vehicles or heavy equipment
• Operate machinery and/or power tools

Working Conditions

• Office facility and customer facilities (including commercial kitchens of various types of businesses)
• Exposure to noise heat cold slippery wet dirty conditions may occur
• Travel requirement up to 50 of time

Hours of Work

• Normal business hours with occasional/frequent/extended hours as needed
• Flexibility with schedule to meet critical deadlines
• Extended hours may include nights and/or weekends
• Normal scheduled hours cover early mornings evenings and/or weekends

Why work for us

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Extensive onthejob online and classroom training
• Service vehicle uniforms and safety equipment provided
• Safetyconscious work environment

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 tobaccofree (including ecigarettes) on campuses and within company vehicles and maintains a drugfree 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 to request assistance. No other requests will be acknowledged.

ITW is an value our colleagues unique perspectives experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

Asan equal employment opportunity employerITW is committed to equal employment opportunity and fair treatment for employees beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race color sex gender identity sexual orientation religion national origin age disability protected Veteran status or any other characteristic protected by applicable federal state or local laws.