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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. The ASM of CKE is responsible for managing and supporting Technicians remotely, using augmented reality software for audio/video assistance, all while working from an office setting within an assigned regional area. The ideal candidate will have experience leading and managing commercial kitchen service technicians.
Nextech offers excellent benefits including health insurance options, dental, vision, accident, critical illness, disability, and supplemental life insurance options, free life insurance equal to your annualized pay rate, 401k with a 50% match up to the first 6% of your contributions, 7 paid holidays, 2 paid personal days, and 10 paid vacation days.
Min Compensation: USD $105,000.00/Yr.
Max Compensation: USD $125,000.00/Yr.
Responsibilities include recruiting, hiring, developing, and onboarding the technician workforce in accordance with company policies, forecasting the company's technician needs and hiring accordingly, providing virtual technical support to technicians in remote areas using available resources, maintaining an adequate number of technicians to meet and exceed area goals, ensuring technician productivity meets or exceeds the goals set during reviews or the hiring process, hiring, training, and disciplining technicians as necessary, ensuring the market maintains sufficient work levels to support technicians, being involved in all callbacks, communicating with technicians, ensuring callbacks are handled appropriately, and providing coaching to the technicians responsible, handling escalated service issues related to field/technician concerns, developing comprehensive training plans for assigned technicians, identifying training needs, and working with senior leadership to implement the training agenda, conducting performance reviews and initiating corrective actions for underperforming technicians, evaluating and performing annual technician reviews with VP approval, creating and sending weekly activity schedules to VP, RSM, and OPS, participating in the management on-call rotation for after-hours calls, serving as a positive role model and image for the technician group, protecting the company's image, appearance, and reputation, consistently setting an example of safety, enforcing all company policies, managing customer relationships for the assigned area, reviewing and assisting in scheduling equipment changeouts, ensuring budgets meet company margin profiles and expectations, investigating safety issues and submitting reports to the VP, Director of Safety, and HR, completing tasks in a safe, accurate, thorough, and alert manner, upholding company policies and procedures, working professionally with managers, supervisors, coworkers, customers, and the public, and other related job duties as assigned.
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 PPE, discusses a safety topic each week, assigns 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, collects feedback from technicians regarding office scheduling or other issues, and confirms the lead technician to conduct the meeting in the absence of the ASM.
Supervisory Responsibility: Delivers value-added results by effectively delegating tasks, managing performance, and training and developing employees in the following positions: Commercial Kitchen Equipment (CKE) Technicians.
Qualifications include 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, ability to conduct professional conversations and resolve issues with customers effectively, professional appearance and demeanor at all times, ability to coordinate, contribute to, and work within a cross-functional team, 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, must possess the ability to take initiative to complete assignments and job responsibilities 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, and ability to travel as needed.
What We're Looking For: 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.
Physical Requirements: 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, ability 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.