What are the responsibilities and job description for the Domestic Service Manager position at Duke Manufacturing?
At Duke, we are committed to delivering impactful food service solutions and lasting customer partnerships. We pride ourselves on a culture of innovation, continuous improvement, and your solutions partner approach. Duke Manufacturing has been an industry leader in food service equipment since 1925. For nearly 100 years, our customers have come to count on our team of creative, problem-solving specialists for unmatched customer experience and equipment that helps them be more successful.
The Domestic Service Manager will oversee the execution of Duke's Domestic Parts and ASA strategic planning initiatives. They will ensure alignment of this strategy with internal support teams and collaborate with the Customer Support Manager and the Service Sustainability & Training Specialist to implement a continuous improvement framework.
The position will manage the activities of the Field Support team in partnership with functional and value stream leadership. Core responsibilities include overseeing the flow of technical information within the Technical Service Department and Field Technical Service team, as well as ensuring that technical field support meets the needs of the Value Streams.
Job Responsibilities include:
- Develops a strategic roadmap for the Field Service function.
- Helps the technical and customer service teams to achieve high levels of performance in both technical expertise and customer service skills.
- Improves the customer service experience by owning customer issues, driving root cause analysis, and facilitating timely resolutions.
- Collaborates with Customer Service Manager to manage the escalation process to address new or emerging customer concerns and immediate issues effectively.
- Contributes to the QAB by analyzing call reports and recommending actions to address recurring problems.
- Manages the Technical MDI
- Provides guidance and support to the international Service team on technical challenges and field fixes.
- Leads the Field Service team's efforts in installations, issue resolution, and alignment with value streams.
- Collaborates with the Training & Sustainability Specialist to develop and implement standards and documented processes for Customer Support, including CRM standards, troubleshooting methods, and root cause best practices.
- Supports new product launches and customer initiatives by contributing to the commercialization process.
- Oversees field fix/retrofit projects, ensuring successful execution.
- Establishes and manages procedures and activities to resolve customer issues promptly.
- Maintains the Service Department's project list and completes additional responsibilities as assigned.
Experience/ Education Qualifications:
- Associate's degree required; Bachelor's Degree preferred
- 5-10 years' experience in Service Industry working with customers, addressing technical challenges, and managing escalations or resolutions
- Experience leading projects such as field fixes, new product support, or service improvements.
- Familiar with project management tools and methods
- Experience working in/with cross functional teams
- Experience leading team, managing a service team, or overseeing field operations preferred.
- Able to develop an in depth understanding of the company's products, systems, or services
** Relevant education, relevant experience and performance will be considered together.
See Full Job Description for more details.
Duke is an equal opportunity employer.
