Service Division: Service Manager

US-AL-Birmingham
Req No.
2017-1574
Category
Maintenance & Service
Type
Regular Full-Time
Shift
1st Shift

Overview

Royal Cup, Inc. is a large, privately held national importer, roaster and distributor of coffees, teas and related products that has been in business for over 100 years.  Royal Cup, Inc. currently provides product and service to businesses and individuals throughout the United States, and we’re growing! 

 

We have an immediate opening for a Service Manager in our Service Division.  Key segments of the division include: professional services, fine dining and casual & family restaurants, hotels & conference centers, coffee shops, resorts and clubs, healthcare facilities, and colleges and universitiesProviding outstanding service is the responsibility of every Royal Cup employee.  The Service Manager is a leadership role and will have ownership for managing all outside service activities, all third-party service agents, the results of the third-party spending category and oversight of all employees in the Service Support area. Every attempt will be made to provide advance notice and proper planning pending required overnight travel.

Responsibilities

The Service Manager position directs the work activity of the assigned group and provides direct service to the customer to meet service requirements and asset objectives. Additionally, the Service Manager will be responsible for:

 

Staff Development

  • Maintain responsibility for personnel development through recruiting selection and training based on the fundamentals of “MANAGEMENT BY EXCELLENCE”.
  • Implement and manage field-training programs.
  • Conduct annual reviews of “direct reports”.

Growth / Profit

  • Manage Service Cost Center
  • Implement and achieve financial and service support goals in conjunction with leadership.
  • Protect the profit margins of the Company
  • Team sell when/where applicable.
  • Direct and motivate people to achieve goals.

Planning / Administrative Responsibilities

  • 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.
    • Report and address variance issues.
    • Ensure proper stock levels as defined by area.
  • Review and approve payroll.
    • Utilize Tele metrics as needed to monitor and validate service activities.

Customer Relations

  • Represents the company in a professional manner.
  • Establishes a relationship with the customer so that the customer is satisfied with the company’s products and services.
  • Ensures all team members are maintaining proper customer communications.

Service Commitment

The Service Supervisor will also be required to be competent in the following areas;

  • Equipment Repair
    • Repairs completed in a timely manner to minimize the customer’s service interruption.
  • Follow up as needed to determine if Job Standards are met.
    • Responsible for approving and prioritizing 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.
    • Installation and exchanges may require lifting to 75lbs.
  • 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. 
    • Focus on protection of the customer base.
    • 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.

Qualifications

  • A minimum of a High School Diploma or GED.
  • MUST be willing to perform occasional, overnight travel (1-2 night stays) 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.
  • 5+ years Recent Experience in a Service Technician role.
  • Experience in the Food & Beverage Services Industry, preferred.
  • 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, beyond basic skill performance levels with Reading, Writing, Mathematical & Computer Functions, to include:
    • 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.
    • Experience with SAP is highly preferred.
  • Ability to perform the physical demands of the position which are required to successfully perform each essential responsibility.  Reasonable accommodations may be made to enable individuals with disabilities to perform the core responsibilities.  These physical demands may include, among other functions:
    • 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.
  • Ability to work within the work and or service location environment characteristics experienced while performing the essential functions for this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
    • 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.
  • Ability to successfully complete the pre-employment process.

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