District Service Manager

Rite-Hite · Windsor, CT · Today

OTHR$93k–$139k/yrFull-time

About the Role

At Arbon Equipment, a Rite-Hite Company, your work makes an impact. We deliver industry-leading solutions that keep workplaces safe, productive, and efficient. When you join Arbon Equipment, you're not just selling or servicing equipment – you're building trusted partnerships with customers and growing your career with a company backed by the strength of Rite-Hite's global innovation.

To manage the Service Department within an assigned area to ensure customer expectations are exceeded in the maintenance, repair, and service of equipment while maintaining acceptable profitability. Note, in smaller assigned areas this position may be combined with the Installation Supervisor, and still referred to as "District Service Manager", while those responsibilities would be included with these.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Maintain a staffed, trained service team that works safely and efficiently.
Ensure customer expectations are exceeded in the maintenance, repair, and service of equipment.
Exceed budgeted targets for profitability.
Maintain up-to-date technical knowledge on all products sold by the district as well as major industry trends and competitive products.
Build a strong Service Team, including forecasting personnel needs to assure sufficient staff is available to meet demand while keeping overtime costs within acceptable parameters, and screening and hiring new Service Technicians.
Ensure that all Technicians are trained, including initial as well as ongoing training, and ensure progress in completing the Technician Training Standard and movement through the ASAPP levels of development.
Manage the safety of all Technicians, including ensuring initial and periodic safety training, ensuring that all Technicians have proper, functioning safety equipment, periodic inspections of equipment and safety audits, and enforcing safety policies and compliance with applicable occupational safety and health regulations. Should an accident occur, complete the proper documentation, investigate the accident, and take appropriate steps (including corrective action, if warranted) to minimize future risks.
Enforce all Company policies and performance standards, including making all employees aware of these policies through an effective orientation, communicating changes, setting expectations for performance, and holding employees accountable through the use of corrective action as appropriate.
Develop Technician Team Leaders in their roles and develop them to be ready for future opportunities within the Company.
Support the installation portion of the business, including help with non-major projects (handled by Regional Project Managers or Installation Manager) and the effective use of subcontractors and any required union labor. This includes helping to find new subcontractors or sourcing union labor as needed, certifying, training and developing subcontractors, managing the performance of all third party labor, lending Service employees to Installation as directed, and working with the Installation Manager to coordinate Installation Technicians supporting the service operations as needed.
Monitor and identify performance problems in service personnel and take a proactive approach to correcting negative behaviors. At a minimum, conduct 2 performance reviews with all direct reports each year. As part of the performance appraisal process, work with each employee in setting performance objectives at the beginning of each year, or when the employee joins the company.
Instill a team atmosphere among the members of the service department and across functional lines. Work in concert with the District Operations Manager, District Sales Managers, Installation Managers/Regional Project Managers, Administrative Managers, and Technician Team Leaders in developing and implementing strategies that will maximize synergies between functions and promote teamwork.
Manage the fleet of service vehicles, ensuring proper maintenance is conducted and that each Technician has a safe vehicle that complies with applicable regulations.
Work with the Senior Service Manager or VPGM to establish proper inventory levels within each service truck and in each storage facility; develop processes and procedures to ensure that these levels are maintained; and manage the Technicians, Team Leaders, and Administrative personnel to ensure these levels are maintained without accumulating excess inventory.
Work as a team with Administrative and Sales personnel and with customers to assist in resolving outstanding collections issues and minimizing the aging of Accounts Receivable.
Manage all service related expenses, including labor, supplies, materials, and travel costs. Review financial reports monthly, identifying areas of good and poor financial performance, trends, and ways to improve profitability.
Work with Service Coordinators, Service Administrators, and Technician Team Leaders to ensure the efficient scheduling of all maintenance, repair, and service work in the district that results in maximizing service profits while exceeding customer expectations for timely service.
Ensure the quality of work by all Technicians by ensuring effective training, regular quality audits, and periodic spot-checks.
Serve as a resource to the sales staff by assisting with the technical aspects of sales.
Serve as the point person for any customer having a technical question on our product or a service related question.
Perform other duties as assigned.

Education and/or Experience

The successful individual will possess:

Bachelor's Degree or equivalent from four-year college or technical school; or three or more years related experience and/or training; or equivalent combination of education and experience.
Background in construction management preferred.
An in depth knowledge of Rite-Hite products is required.
Must be able to read and understand all documents pertaining to project planning.
CAD proficiency helpful.

Knowledge / Skill Requirements

The ideal individual will demonstrate:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Responsibilities

The Service Manager is responsible for profitably managing a service business with up to 30 employees in 2-5 service zones. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

What We Offer

At Arbon Equipment – A Rite-Hite Company, we take care of our people – because when you're supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:

Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.
Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.
Time for You: Paid holidays, vacation time, and personal/sick days each year.

Pay

The hiring range for this position in USA-CT-Windsor is $92,800.00-$139,100.00 per year based on a 40-hour work week. The number of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus opportunity may be provided as part of the compensation package, in addition to the full range of benefits including medical, dental, life, and vision insurance, disability, a 401(k) plan, profit sharing, and PTO/vacation.