Service Manager

This position is responsible for developing technicians, delivering outstanding customer service, improving efficiency, increasing profitability, and ensuring every customer receives an exceptional experience. We provide commercial foodservice equipment, refrigeration, HVAC, parts, installation, and service to restaurants, schools, healthcare facilities, convenience stores, hotels, and institutions.

Capital City Restaurant Supply

Service Manager

Location: Bismarck, ND

Join One of the Region's Leading Foodservice Equipment Companies

Capital City Restaurant Supply (CCRS) has proudly served North Dakota and surrounding states since 1971. We provide commercial foodservice equipment, refrigeration, HVAC, parts, installation, and service to restaurants, schools, healthcare facilities, convenience stores, hotels, and institutions.

We are seeking an energetic, organized, customer-focused Service Manager to lead our growing Service Department.

This position is responsible for developing technicians, delivering outstanding customer service, improving efficiency, increasing profitability, and ensuring every customer receives an exceptional experience.

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Position Summary

The Service Manager is responsible for the daily operation of the Service Department including:

• Managing technicians
• Scheduling workflow
• Customer satisfaction
• Financial performance
• Technician training
• Safety
• Inventory control
• Continuous improvement

This person will work closely with Sales, Parts, Warehouse, and Administration to provide a seamless customer experience.

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Primary Responsibilities

Leadership

• Lead daily morning technician huddles
• Coach and mentor technicians
• Perform monthly one-on-one meetings (30 Every 30)
• Hold technicians accountable to company standards
• Foster a positive, team-first culture

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Customer Service

• Ensure customers receive prompt communication
• Resolve escalated customer issues
• Follow up on major service calls
• Monitor customer satisfaction
• Build long-term customer relationships

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Operations

Manage:

• Daily scheduling
• Emergency calls
• Preventative Maintenance programs
• Warranty work
• Shop repairs
• Field service
• Installations
• Parts coordination

Ensure work orders are:

• Accurate
• Complete
• Closed promptly
• Properly billed

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Financial Management

Responsible for:

• Labor efficiency
• Billable hours
• Department profitability
• Warranty recovery
• Technician productivity
• Reducing callbacks

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Technician Development

Develop technicians through:

• Weekly technical training
• Ride-alongs
• Skills assessments
• Safety meetings
• Manufacturer certifications

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Communication

Maintain communication with:

• Customers
• Sales
• Warehouse
• Office staff
• Vendors
• Manufacturers

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Qualifications

Preferred:

• Commercial foodservice equipment experience
• Refrigeration knowledge
• HVAC experience
• Electrical troubleshooting
• Gas equipment experience

Management Experience

• Supervising technicians
• Scheduling
• Customer service
• Coaching employees
• Conflict resolution

Other Requirements

• Excellent communication skills
• Computer proficiency
• Corrigo or service software experience preferred
• Valid driver's license

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Ideal Candidate

We are looking for someone who is:

? Organized

? Positive

? Calm under pressure

? Customer focused

? Technically competent

? Process driven

? Detail oriented

? Strong communicator

? Accountable

? Continuous learner

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Key Performance Indicators (KPIs)

Customer

• Customer Satisfaction Score: 95%+
• Customer callbacks within 2 business hours
• Less than 5% repeat repairs
• Less than 3 customer complaints per month

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Financial

Service Gross Profit

Target: Company goal

Billable Technician Hours

75% minimum

Service Sales Growth

Annual increase

Warranty Recovery

100%

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Work Orders

Average Work Order Age

Less than 10 days

Pending Work Orders

Reviewed every morning

Open Work Orders over 30 days

Zero without documented reason

Work Orders Closed Daily

95%

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Scheduling

Daily technician utilization

95%

Emergency response time

Same day whenever possible

PM visits completed

100%

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Technician Development

Weekly technical training

Every Friday (minimum 30 minutes)

Monthly ride-alongs

Minimum 2

Annual certifications completed

100%

Quarterly performance reviews

100%

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Safety

Recordable accidents

Zero

Vehicle inspections

Weekly

Shop inspections

Weekly

Safety meetings

Monthly

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Inventory

Parts returns completed weekly

100%

Warranty parts processed

100%

Service truck inventory accuracy

95%

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Leadership

Daily Morning Huddle

100%

30 Every 30 meetings

100%

Employee retention

Above company average

Department communication score

Quarterly survey

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