Service Manager

Position Overview

We are seeking an experienced Service Manager to lead all service operations for a growing manufacturer of commercial foodservice equipment. This individual will oversee technical support, field service operations, warranty administration, service quality, and customer satisfaction while managing both internal technicians and third-party service providers. The ideal candidate combines strong technical expertise with proven leadership experience and a passion for delivering exceptional customer service.

Key Responsibilities

• Lead all service operations, including technical support, dispatching, work order management, customer communication, and issue resolution.

• Serve as the primary escalation point for complex equipment troubleshooting and technical issues.

• Manage warranty claims, approvals, reporting, and cost control initiatives.

• Monitor and improve key service metrics, including:

  • Response times
  • First-time fix rates
  • Customer satisfaction
  • Warranty costs
  • Cost per service claim

• Lead, coach, and develop internal service technicians while coordinating with parts and warehouse teams.

• Manage third-party service agencies, including qualification, onboarding, training, compliance, and performance management.

• Develop and maintain technical documentation, service procedures, training programs, and technician certification standards.

• Oversee parts inventory, RMAs, supplier claims, equipment modifications, and service-related inventory planning.

• Ensure service and warehouse operations are safe, organized, and operating efficiently.

• Drive continuous improvement initiatives to enhance service quality and operational performance.

Qualifications

• 5+ years of experience in service management, technical support, or field service operations.

• Experience supporting complex electromechanical systems required.

• Strong mechanical and electrical troubleshooting skills.

• Experience managing technicians and third-party service organizations.

• Proven success improving service KPIs, customer satisfaction, response times, and warranty performance.

• Experience with CRM, ERP, field service management, or KPI reporting systems.

• Excellent leadership, communication, organizational, and customer service skills.

• Technical degree or diploma in Engineering, Industrial Technology, or a related field preferred.

• Valid driver's license with the ability to travel domestically as needed.

Benefits

• Healthcare

• Dental

• PTO

• 401k

Addison Group is an Equal Opportunity Employer.