Service Manager

CONFIDENTIAL SEARCH (DO NOT POST THIS JOB ON ANY JOB BOARD OR ON LINKEDIN)

END CLIENT NAME Confidential

JOB OVERVIEW

• The Area Service Manager is the principal service executive of the Area responsible for generating and retaining revenue and profit from our customers.
• The Area Service Manager is responsible for creation and implementation of the Area service plan and making necessary recommendations to the General Manager and management team as well as work to position the company as the value leader in the market segments in which we compete.

KEY RESPONSIBILITIES

• Service Manager must regularly meet with key customers, assess current service levels, identify emerging and or unmet needs, and implement corrections and or recommendations that improve service effectiveness.
• Retain target customer base through relationship building and renewing contracts.
• Achieve Service department goals in budget, customer retention, revenue and profit growth, and material control.
• With Area Management team, develop area pricing and contract terms strategy for each market segment.
• Recruit, hire and train all service members in a timely manner on service, revenue growth, product knowledge, negotiation, industry knowledge, pricing and profitability.
• Advise the management team of competitive trends.
• Responsible for service administration, including systems adherence, compensation and reports.
• Protect company resources including members, material and fleet resources by following all company policies.
• Be a leader in executing strategies to achieve new company initiatives.
• Conduct regular performance reviews/”get-togethers.”

OTHER

• Current driver’s license and good driving record.
• Successfully pass hair follicle drug test.
• Candidates must pass a background check and drug screening (no THC allowed)
• This role is part of a lean team structure—the manager may need to step in operationally if routes are uncovered (e.g., if a rep calls off and backup options are unavailable)

CONFIDENTIAL SEARCH (DO NOT POST THIS JOB ON ANY JOB BOARD OR ON LINKEDIN)

Additional Information

• Interview Process: 5 rounds — candidate will be interviewed by all members of the management team
• Valid driver's license with a clean driving record
• Candidates must pass a background check and drug screening (no THC allowed). Ability to pass a hair follicle drug test.
• Shift/Schedule: 48–52 hours per week; occasional Saturdays required
• Compensation: $65K–$75K salary; profit sharing + revenue kicker bonus (company has distributed 26 bonuses since 2021); full benefits; 401(k) with company match and non-elective employer contribution
• Relocation: They initially said no to relocation package, but they said if it was a stellar candidate and they were maybe in something like Central Illinois or Indiana they would consider it, but there would be some clauses tied to the relocation package.
• Confidentiality: This is a confidential search. Do not post on any job board or LinkedIn. Do not reference the client name in any candidate-facing communication.

• Education - College Degree a plus.
• Proven leader with ability to manage, inspire and motivate a large service team inclusive of Managers, Supervisors and Route Service Representatives.
• Team player that works well with all Area operating departments.
• Strategic operating focus focused on outstanding customer service.
• Strong negotiation skills.
• Communicate in a clear, confident manner as an authority on service-deliverables.
• Comfortable with face-to-face communication with customers and the ability to build rapport.
• Strong curiosity to learn about current issues that affect our customers and the ability to uncover issues our customers are not aware of yet.
• Self-starter with ability to seek out alternative solutions to unclear and complicated issues.
• Understands another’s point of view.
• Extremely flexible and can handle sudden changes to routine.
• Ability to develop relationships with external and internal customers.
• High sense of urgency and follow through.
• Reliable, disciplined, trustworthy and uses a commonsense approach to customer issues.
• Highly organized and uses time efficiently.
• Leader with coaching ability.
• Comfortable with technology.

Must Have

• Proven leadership experience managing a team that includes supervisors and front-line service representatives — with demonstrated ability to hold team members accountable, including terminations
• Direct experience recruiting, interviewing, and hiring service staff
• Experience managing operational metrics budget, customer retention, revenue/profit growth, and/or material control

Nice to Have

• Background from a uniform/linen/medical laundry service environment (e.g., UniFirst, ImageFIRST, Superior, Novo, or comparable). However, strong leaders from outside the industry (e.g., FedEx) have been successful in this role as well.
• College degree