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Burkett Restaurant Equipment

Service Manager

Equipment Field ServiceUpdated on Nov 10
Full-timePerrysburg, OH, USA$70k - $90kIn-person

About the Job

Requirements

  • At least 5 years of experience in a technical service, equipment repair, maintenance, or manufacturing environment, including at least 3 years leading hourly or technical teams.
  • Strong mechanical and electrical troubleshooting ability, including reading wiring diagrams and schematics; working knowledge of gas, electric, and refrigeration systems, or demonstrated ability to learn them quickly.
  • A track record of improving operational results such as throughput, quality, turnaround, and cost using work-order management, standard work, and root cause analysis.
  • Experience building and managing a budget, with comfort in pricing, margins, and basic profit-and-loss concepts.
  • Customer-facing confidence to quote work, explain repairs in plain language, and resolve service complaints professionally.
  • Ability to coach, mentor, and develop employees to meet or exceed goals, build morale, resolve conflict, and maintain confidentiality.
  • Ability to balance multiple, changing priorities and solve problems.
  • Proficiency with enterprise resource planning and work-order systems; NetSuite is a plus.
  • Proficiency with Microsoft Office.
  • Valid driver’s license and acceptable driving record.

Responsibilities

  • Lead Burkett’s shop and outside service operations, ensuring reconditioned equipment meets original manufacturer specifications and growing on-site repair, preventive maintenance, and original equipment manufacturer warranty service.
  • Set annual revenue, gross margin, and service-call targets with the VP of Operations; track results and report progress monthly.
  • Partner with Sales and Customer Service to introduce services to existing customers and win new accounts.
  • Define preventive maintenance offerings, pricing, and service agreements, and grow the number of contracted customers.
  • Pursue and maintain manufacturer service authorizations, keep technician certifications current, and ensure warranty claims are filed accurately and reimbursed on time.
  • Establish dispatch and scheduling, response-time standards, labor and trip-charge pricing, and service vehicle parts stocking; track first-time fix rates and technician utilization.
  • Recommend when to add technician capacity and establish work-order, invoicing, and customer-history processes that support growth.
  • Assign and prioritize shop work orders, monitor progress, and maintain output and margin per labor hour targets.
  • Coordinate product mix and parts requirements with the Service Coordinator to support scheduled work.
  • Manage used equipment, work in progress, and parts inventory.
  • Review and approve completed units and ensure they meet quality standards before shipment.
  • Evaluate used equipment purchases and execute purchases that fit customer demand, reconditioning cost, and margin.
  • Diagnose damaged equipment and prepare labor and parts estimates to support freight claims.
  • Help Customer Service and Sales troubleshoot equipment issues and answer technical questions.
  • Analyze used-equipment warranty claims for root causes and apply lessons learned to reconditioning standards.
  • Hire, train, and coach shop and field technicians, set individual goals, and develop skilled, certified talent.
  • Ensure safety in the shop and at customer sites, including compliance with OSHA and company safety policies for work on gas, electrical, and refrigeration systems.
  • Lead departmental target setting and budgeting, and manage labor, parts, and vehicle costs against plan.

Desired Qualifications

  • Commercial foodservice equipment service experience; CFESA certification is a plus.
  • Experience starting or growing a service line, including field service operations, preventive maintenance contracts, or service sales.
  • Experience with original equipment manufacturer service authorizations, factory training, and warranty claim processes.
  • Lean, Six Sigma, or other continuous improvement training.
  • Experience with field service management or dispatch software.

About the Company

Burkett Restaurant Equipment

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