CONFIDENTIAL Regional Service Manager – NYC – Refrigeration/Ice Machines

American Recruiters•Mamaroneck, NY

About The Position

Regional Branch Service Manager – EAST COAST – Refrigeration Want a rewarding job that offers the pay and benefits you deserve? We’re a growing company that provides an all-inclusive commercial ice machine subscription to business owners nationwide. We’ve been changing our industry for the better since we started in 2009, and we’re not slowing down anytime soon. As a member of our team, you’ll be helping restaurants, bars, hospitals, hotels, and other businesses get the ice they need without spending a fortune or stressing out. We’ll invest in your professional development and overall quality of life because we know employee satisfaction is key to our success. We are seeking a bright, highly motivated Service Manager to join the team in the New York City market. In this role, you will manage the Field Service Technicians, Installers, Cleaners, Ice Delivery Drivers, and Refurbishment Personnel to provide customers with accurate, friendly information on coordinating service and maintenance scheduling. Enjoy excellent pay in fun atmospheres – restaurants, hotels, offices, warehouses – wherever ice machines are needed. If you are mechanically skilled, enthusiastic, and able to forge lasting relationships among internal and external customers, we want to hear from you.

Requirements

High school diploma or equivalent required.
Strong customer-facing skills, as well as strong phone skills, and the ability to project a pleasant tone
Team-oriented
Self-starter
Troubleshooting
Detail-oriented and delivered a high level of accuracy
Proficient in Microsoft applications
Ability to perform effectively in a fast-paced environment
Ability to handle stress and resolve problems quickly
Strong organizational and time management skills
Ability to learn Easy Ice/Automatic Icemakers protocols and procedures
Strong command of the company’s policies and procedures
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
A desire to continually increase your knowledge of the industries we serve, and products, services, and processes our company can produce
Exhibit good decision-making, analytical problem-solving, and excellent organizational abilities
Communicate clearly and professionally, both verbally and in writing, and possess excellent interpersonal skills

Responsibilities

Lead, manage, Coach, and mentor the department.
Build a scalable department by implementing processes and procedures in adherence to the Organization's operating system.
Create and maintain a preventative maintenance schedule
Displays extensive working knowledge of industry standards and practices, including product details and company services offered
Coordinate work order schedule with Technicians and customers
Responsible for ensuring technicians are following SOP
Responsible for the technician’s yearly performance reviews
Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
Maintain inventory and parts that the Field Technicians use
Manage equipment refurbishment, ensuring work is completed to standard
Follow up with customers regarding maintenance satisfaction as well as auditing work being done to ensure all standards are being met and maintenance work is carried out effectively, correctly, and thoroughly
Responsible for ensuring all parts are returned and submitted for warranty on schedule
Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services, and taking care of any customer concerns or complaints quickly and professionally
Maintain and monitor metrics for Service, PM, and Refurbishment processes
Assists with or performs administrative tasks
Other duties as assigned