What are the responsibilities and job description for the Service Manager position at Royal Cup, Inc.?
Service Manager
Overview
SUMMARY
The Service Manager reports to the Director, Field Services and is responsible for directing the work activity of their assigned group and providing direct service to customers to meet service requirements and asset objectives.
SUPERVISORY RESPONSIBILITIES:
- Recruits, interviews, hires, and trains new staff.
- Oversees the daily workflow of assigned staff.
- Provides constructive and timely performance evaluations.
- Handles discipline and termination of employees in accordance with company policy.
KEY RESPONSIBILITIES:
- Lead personnel development by recruiting, selecting, and training staff according to "Management by Excellence" principles.
- Implement and oversee field-training programs.
- Conduct annual and ongoing performance reviews for direct reports.
- Direct and coach team members to achieve goals
- Manage Service Cost Centers to achieve financial and service support objectives.
- Safeguard company profit margins and engage in team selling where applicable.
- Demonstrate proficiency in technology – Excel, SAP, Word etc. for customer analysis.
- Administer all company policies and procedures within assigned area.
- Work with leadership in the Company’s annual budgeting and planning process.
- Monitor and manipulate the quality assurance inspection system to ensure accurate on-time completion.
- Train and monitor service teams use of the Mobile Service Application.
- Monitor equipment and parts inventories and warehouse readiness/cleanliness.
- Report and address variance issues.
- Ensure proper stock levels as defined by area.
- Ensure warehouse space allocated for Equipment is well organized/maintained.
- Review and approve payroll.
- Utilize Tele metrics as needed to monitor and validate service activities.
- Equipment Repair
- Ensure repairs are completed in a timely manner to minimize the customer’s service interruption.
- Follow up as needed to determine if job standards are met.
- Approve and prioritize equipment replacements due to failure.
- Ensure route steps are followed
- Call customer within two hours of receiving notification to triage and provide E.T.A.
- Update customer as needed
- Utilize delay functions correctly
- Equipment Installation
- Install equipment in a manner that meets the customer’s and local municipalities requirements.
- Installations may include connecting water lines, drilling holes, setting up drain lines and hooking up basic electrical components as “local codes” allow.
- Quality Assurance Inspections & Preventative Maintenance
- Perform assigned quality assurance inspections.
- Perform routine cleaning, necessary maintenance, and repairs to prevent interruption of service to the customer.
- Perform assigned National accounts inspections within allotted time.
- Service Work Direction
- Plan vacation and other absence activities to cover local service needs.
- Assess, review and recommend route assignment adjustments periodically.
- Support National Accounts in their effort to expand the customer base and provide good customer service.
- Coordinate and approve third party support needs for assigned area.
- Safety and Fleet Responsibility
- Control vehicle expenses through proper maintenance and defensive driving.
- Follow and enforce all company safety procedures.
- All other duties as assigned.
MINIMUM QUALIFICATIONS:
- Minimum of a High School Diploma (or an equivalent such as a GED)
- 5 years of recent experience managing a team
- Good Mechanical Aptitude, experience with Plumbing or Electrical work highly preferred
- Ability to build and maintain lasting relationships with customers
- Ability to be a team player but also work independently with a very strong work ethic
- Ability to maintain a professional appearance and demeanor at all times while maintaining an outgoing and success driven personality
- Ability to read, write and interpret basic correspondence.
- Ability to perform simple mathematical calculations: add, subtract, multiply and divide
- Ability to operate basic office equipment: telephone system, desktop computers, fax and copy machines
- Beyond basic abilities with Microsoft Office Software, specifically with Word and Excel
- MUST be willing to perform occasional, overnight travel (as required in support of customer account maintenance, new service installations and other projects). Every attempt will be made to provide advance notice and proper planning pending required overnight travel.
- Ability to successfully complete the pre-employment process
PREFERRED QUALIFICATIONS:
- Prior management experience of teams servicing and repairing commercial equipment, particularly in the food service or beverage industries.
- experience with Plumbing or Electrical work highly preferred.
- Prior experience using SAP
PHYSICAL REQUIREMENTS:
- The ability to safely climb up and down 2 or more steps at a 19 inch high surface and to safely climb up and down 30 or more steps at a 8 inch high surface.
- Lifting and carrying of products or equipment, weighing up to 40lbs, from floor to a waist height and walkup 100 or more feet.
- Lifting and carrying of products or equipment, weighing up to 55lbs, from floor to a 40-69 inch high counter and/or shelving.
- Bending, kneeling, sitting, stooping and other movements as needed to perform fine motor tasks part of routine machinery maintenance, clean-up, installation & other service.
- Repetitive hand and arm movements, as required, to repair, install or otherwise service equipment. Loading and unloading of product, equipment and tools into trucks and vans using a standard wheeled hand truck and/or convertible platform hand truck to push and/or pull up to 250 pounds for 100 or more feet. Occasional periods of pro-longed sitting while driving to and from customer site locations.
WORK ENVIRONMENT:
- Various forms of Personal Protective Equipment (PPE) are at times required and may include but are not limited to: hearing and eye protection, non-slip shoes.
- The employee is frequently exposed to very busy work environments (for example back of the house for restaurants, hotels, break rooms etc).
- The employee is occasionally exposed to slick floor surfaces.
- The noise level in the work or service environment can be loud at times.
COMPANY PROFILE:
Royal Cup, Inc. is the proven leader in sourcing, roasting, blending, and distributing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices, and commuters across the country. We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence that takes pride in our unparalleled dedication to customer care.
We are a large, privately held national importer, roaster, and distributor of coffees, teas, and related products that have been in business for more than 125 years. Royal Cup, Inc. currently provides products, equipment, and service to restaurants, hotels, convenience stores, businesses, and individuals throughout the United States, and we are growing!
At Royal Cup, Inc. having a customer-centric focus is not simply a motto; our employees believe we each have a responsibility to provide outstanding service to our customers. Our customer-centric focus results in actions we live by that not only retain our current customer base but grow our presence with new, high-impact accounts across the country based on exceptional products and service.
We believe serving our customers well, serves us well. We are results-oriented and strive to not only retain our current customer base but grow our presence with new, high-impact accounts across the country by offering exceptional products and service.
Royal Cup Coffee and Tea strives to be sustainably minded and a good corporate steward in all business endeavors. It is also what others expect of us – our employees, our customers and vendors, our local communities, and the coffee and tea industry we help represent. This mindset permeates the actions we take today for tomorrow.
BENEFITS:
Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well-caffeinated team, the benefits program includes healthcare, dental, vision, 401(k), company-paid life and disability insurance, Flexible Spending Account plan, select tuition reimbursement, paid parental leave, remote work opportunities, paid holidays, and vacation time. We also provide ongoing training that is designed to provide maximum success for our employees.
Royal Cup is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at 1-800-366-5836.
Royal Cup, Inc. is the proven leader in sourcing, roasting, blending, and distributing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices, and commuters across the country. We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence that takes pride in our unparalleled dedication to customer care.
We are a large, privately held national importer, roaster, and distributor of coffees, teas, and related products that have been in business for more than 125 years. Royal Cup, Inc. currently provides products, equipment, and service to restaurants, hotels, convenience stores, businesses, and individuals throughout the United States, and we are growing!
At Royal Cup, Inc. having a customer-centric focus is not simply a motto; our employees believe we each have a responsibility to provide outstanding service to our customers. Our customer-centric focus results in actions we live by that not only retain our current customer base but grow our presence with new, high-impact accounts across the country based on exceptional products and service.
We believe serving our customers well, serves us well. We are results-oriented and strive to not only retain our current customer base but grow our presence with new, high-impact accounts across the country by offering exceptional products and service.
Royal Cup Coffee and Tea strives to be sustainably minded and a good corporate steward in all business endeavors. It is also what others expect of us – our employees, our customers and vendors, our local communities, and the coffee and tea industry we help represent. This mindset permeates the actions we take today for tomorrow.
BENEFITS:
Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well-caffeinated team, the benefits program includes healthcare, dental, vision, 401(k), company-paid life and disability insurance, Flexible Spending Account plan, select tuition reimbursement, paid parental leave, remote work opportunities, paid holidays, and vacation time. We also provide ongoing training that is designed to provide maximum success for our employees.
Royal Cup is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at 1-800-366-5836.
