Department: RD&S

Location: Raleigh, NC

Description

The Service Manager leads the field service operations team for a regional area. This individual is a senior member of the service team supporting the regional field operations and project managers with their daily business processes. The position reports to VP of Service.

Key Responsibilities

The Service Manager is accountable for providing senior support and management for the organization’s regional service processes including:

• Primary interface and liaison with the engineering and project management team on service issues on start-ups and service work order related topics
• Manage and communicate regional service plans to the leadership/key stakeholders for review and actions
• Provide full staffing and management for the field technicians within the service region, including assistance for the New Systems Commissioning
• Responsible to track and distribute service work priorities in the region
• Driving field service best practices and training/mentoring to the service technicians
• Supporting goals and objectives within the service team to ensure achievement of operational results
• Problems faced may be difficult and can be complex due to inter-department demands
• Business management, planning, and implementation skills must be strong
• Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
  
  

Skills, Knowledge and Expertise

• 10+ years’ experience in a technical service role with industrial customers
• A technical degree or commensurate experience in industrial/technical field service
• Able to provide business support to a multi-location team efficiently and accurately
• Ability to measure and drive team performance to maximize department goals
• Experience driving process improvements within multi location and remote teams
• Able to multi-task and work under pressure
• Self-motivated manager and highly organized
• Must be able to work independently and create technical support plans for OEM equipment
• Computer literacy including knowledge of ERP, CRM, MS Office, and ability to quickly learn new software
• High School Diploma
• Technical/trade school certificate in refrigeration. Advanced education within the RETA certification 1 through 4 and IR 1-19/ CR 1-20 modules.
• Advanced OEM training for equipment start-up and service.
• Must complete all required safety and equipment training to manage the services RD&S offers to clients.
• Must possess excellent customer service skills and have a strong drive to mentor others in the refrigeration service field.
• Ability to travel up to 30% locally in the service branch area as needed to meet with technicians and customers
  
  

Benefits

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage
  • Health Reimbursement Arrangement (shared cost deductible)
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
  • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
  • Accident Hospital Indemnity
  • Company-paid Short and Long-term Disability Insurance
  • Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation + sick time)
• Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement