Job Description
JOB BRIEF
THE SERVICE MANAGER REPORTS TO THE CEO AND WILL BE ACCOUNTABLE FOR MANAGING THE TEAM OF FIELD SERVICE TECHNICIANS AND SERVICE SUPPORT STAFF ACROSS THE NATION. THIS ROLE IS RESPONSIBLE FOR OVERSEEING ALL OF THE CRUCIAL AREAS OF THE DAY-TO-DAY SERVICE OPERATIONS FOR TRADECRAFT OUTFITTERS IN ALL MARKETS. THESE AREAS INCLUDE THE COACHING AND DEVELOPMENT OF EACH MEMBER OF THE CHICAGO SERVICE TEAM, MAINTAINING EQUIPMENT AND PARTS INVENTORY, PAYROLL, HIRING AND TERMINATING, SCHEDULING, INVOICING AND ENSURING THE SERVICE TECHNICIANS HAVE ALL OF THE NECESSARY TOOLS TO COMPLETE THEIR JOBS TO MEET TRADECRAFT OUTFITTER’S QUALITY STANDARDS.
KEY RESPONSIBILITIES
PROVIDE LEADERSHIP AND DEVELOPMENT OF THE SERVICE TEAM THROUGH COACHING, ROUTE RIDES, TRAINING, MENTORING AND SETTING AN EXAMPLE
SPEND AT LEAST 40% OF TIME IN THE MARKET WITH FSTS AND/OR CUSTOMERS
MANAGE THROUGH METRICS - ENSURE SERVICE TEAM KPIS ARE ACHIEVED AND HOLD EACH TEAM MEMBER ACCOUNTABLE FOR THEIR INDIVIDUAL KPIS (DETAIL BELOW)
MAKE CERTAIN ALL TECHNICIANS’ ARE TRAINED AND CERTIFIED, CREATE A SUSTAINMENT MODEL FOR POST-CERTIFIED TECHNICIANS
PERFORM ALL REVIEWS FOR TECHNICIANS BASED IN CHICAGO IN A TIMELY MANNER FOLLOWING COMPANY GUIDELINES
OVERSEE DAILY INTERNAL COMMUNICATIONS WITH SERVICE TEAM, CUSTOMER SUPPORT AND SALES, AS WELL AS AS WELL AS BEING THE MAIN POINT OF ESCALATION FOR URGENT CUSTOMER ISSUES RELATED TO SERVICE
CONTINUE TO MANAGE EXISTING PROCESSES INVOLVING EQUIPMENT ORDERING AND PLACEMENT
MAINTAIN ACCURATE INVENTORIES FOR ALL PARTS AND EQUIPMENT
OVERSEE THE EXECUTION AND ACCURACY OF TIMELY INVOICING FOR ALL BILLABLE SERVICE WORK
LEARN ALL TRADECRAFT’S COFFEE ROASTING PARTNERS STANDARDS, BE ABLE TO REPLICATE IT TO THEIR SATISFACTION AND INSURE THAT THESE STANDARDS OUR KEPT BY ALL SERVICE PERSONNEL
OVERSEE THE EXECUTION OF TCO’S QUALITY CONTROL AND PREVENTATIVE MAINTENANCE PROGRAMS
MAKE SURE ALL SERVICE VEHICLES ARE PROPERLY MAINTAINED MECHANICALLY AND PHYSICALLY
WORK CLOSELY WITH TEAM TO ENSURE WORKSPACE AND STORAGE AREAS ARE CLEAN AND WELL ORGANIZED
WORK WITH HR/RECRUITER TO HIRE THE BEST AND BRIGHTEST AS WE CONTINUE TO GROW
ENFORCE COMPANY POLICIES AND LEGAL RESPONSIBILITIES
MAINTAIN EMERGENCY EQUIPMENT REPAIR SERVICE STANDARDS (HIGH / MED) AND INCREASE EFFICIENCIES TO DRIVE DOWN WAIT TIMES FOR REPAIR.
Qualifications
EXPERIENCE WITH SPECIALTY COFFEE EQUIPMENT (3-5 YEARS)
OPERATIONAL MANAGEMENT (2 YEARS MINIMUM)
HIGH LEVEL OF COMMITMENT TO QUALITY AND METHODOLOGIES TO IMPROVE
STRONG COMPUTER SKILLS
EXCELLENT WORK HISTORY AND THE DESIRE TO OBTAIN LONG TERM EMPLOYMENT
Additional Information
Apply to Tradecraft here at https://career8.successfactors.com/sfcareer/jobreqcareer?jobId=173270&company=CGNA&username=
Tradecraft is a part of Canteen. a member of Compass Group USA
Tradecraft Outfitters is committed to providing equal employment opportunities.