Area Service Manager - Commercial Kitchen Equipment

About the role

The Area Service Manager (ASM) for Commercial Kitchen Equipment (CKE) oversees the hot-side and cold-side (refrigeration) Technicians in remote areas outside the typical ASM service territory. This role requires a technical leader with expertise in commercial kitchen equipment and refrigeration, a track record of high-quality workmanship, strong communication skills, and a commitment to ongoing self-improvement and education.

Responsibilities

• Recruits, hires, develops, and onboards the technician workforce in accordance with company policies
• Forecasts the company’s technician needs and hires accordingly
• Provides virtual technical support to technicians in remote areas using available resources, such as service manuals, videos, and online equipment libraries
• Maintains an adequate number of technicians to meet and exceed area goals
• Ensures technician productivity meets or exceeds the goals set during reviews or the hiring process
• Hires, trains, and disciplines technicians as necessary
• Ensures the market maintains sufficient work levels to support technicians (e.g., quality site surveys, sales, etc.)
• Handles escalated service issues related to field/technician concerns
• Develops comprehensive training plans for assigned technicians, identifies training needs, and works with senior leadership to implement the training agenda
• Conducts performance reviews and initiates corrective actions for underperforming technicians
• Evaluates and performs annual technician reviews with VP approval
• Creates and sends weekly activity schedules to VP, RSM, and OPS (reviews with VP every Friday for input and approval)
• Serves as a positive role model and image for the technician group
• Protects the company’s image, appearance, and reputation
• Consistently sets an example of safety
• Enforces all company policies
• Manages customer relationships for the assigned area
• Reviews and assists in scheduling equipment changeouts, ensuring budgets meet company margin profiles and expectations
• Investigates safety issues and submits reports to the VP, Director of Safety, and HR
• Completes tasks in a safe, accurate, thorough, and alert manner
• Upholds company policies and procedures
• Works professionally with managers, supervisors, coworkers, customers, and the public
• Conducts mandatory weekly service meetings via Teams as scheduled, emphasizing technician performance through scorecards (limit to 1 hour maximum)
• Provides recognition for top performers
• Performs inspections of all service vans via an augmented reality platform application (check cleanliness, oil life, fluid levels, etc.)
• Inspects equipment to ensure all technicians have the proper PPED
• Discusses a safety topic each week
• Sets aside a 15-minute training segment for technicians to present at service meetings (e.g., technical skills, iPad usage, or company processes and procedures)
• Introduces and welcomes new technicians
• Reviews new customer requirements and procedures
• Discusses callbacks and results, including any additional repairs needed
• Addresses technician issues from the previous week
• Collaborates with technicians to address any issues or concerns
• Collects feedback from technicians regarding office scheduling or other issues
• Confirms the lead technician to conduct the meeting in the absence of the ASM

Requirements

• In-depth technical knowledge to provide value to technicians and customers, and to lead technical performance in the CKE industry
• Proven leadership in technical and performance standards within the CKE industry
• Commitment to continuous education and staying updated in the technical field
• Strong attention to detail and commitment to quality
• Able to conduct professional conversations and resolve issues with customers effectively
• Professional appearance and demeanor at all times
• Exceptional organizational skills, with the ability to manage multiple tasks, prioritize, and meet deadlines
• Results-focused, with the ability to adapt to a fast-paced environment and changing deadlines
• Able to prioritize duties and manage multiple projects from start to finish with minimal supervision
• Experience recruiting and hiring technicians
• Proficient in Windows-based systems, including Office 365 (Teams, Outlook), and advanced Excel skills (e.g., Pivot tables, VLOOKUP, macros, formulas)
• Familiarity with navigating web portals, VR software, and managing PDF documents
• Reliable transportation to and from the regional field office
• Ability to travel as needed
• High School diploma and at least 10 years of experience in commercial kitchen equipment repair, with expertise in both cold-side and hot-side systems
• Previous experience in the commercial kitchen repair service industry or other service business preferred
• Must be able to work in an office environment and sit at a computer for up to 8 hours, with the ability to alternate between sitting and standing as needed
• Must be able to operate office equipment such as a computer, copier, telephone, printer, iPad, and cell phone
• Requires continuous use of vision, hearing, speaking, and physical movement (e.g., twisting, walking, lifting, carrying, reaching, kneeling, bending, and crouching)
• Must be able to lift up to 100 pounds for backup support tasks and maneuver a 32-foot ladder (approx. 96 pounds) for training, support, or backup duties, without exceeding ladder ratings
• Must be able to kneel, squat, climb ladders, and haul equipment/tools to rooftops as needed for backup or support
• Must be able to drive extended hours for client calls (up to 8-10 hours) when serving as backup support, and travel as needed