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Role: 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.
Benefits:
Excellent Health Insurance options including a FREE employee only option
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
10 paid Vacation days
Min CompensationUSD $80,000.00/Yr. Max CompensationUSD $110,000.00/Yr. Responsibilities
Recruits, hires, develops, and onboards the technician workforce in accordance with company policies (always the top priority)
Forecasts the company's technician needs and hires accordingly
Provides virtual technical support to technicians in remote areas using available resources, such as service manuals, videos, and online equipment libraries
Maintains an adequate number of technicians to meet and exceed area goals
Ensures technician productivity meets or exceeds the goals set during reviews or the hiring process
Hires, trains, and disciplines technicians as necessary
Ensures the market maintains sufficient work levels to support technicians (e.g., quality site surveys, sales, etc.)
Is involved in all callbacks, communicates with technicians, ensures callbacks are handled appropriately, and provides coaching to the technicians responsible
Handles escalated service issues related to field/technician concerns
Develops comprehensive training plans for assigned technicians, identifies training needs, and works with senior leadership to implement the training agenda
Conducts performance reviews and initiates corrective actions for underperforming technicians
Evaluates and performs annual technician reviews with VP approval
Creates and sends weekly activity schedules to VP, RSM, and OPS (reviews with VP every Friday for input and approval)
Participates in the management "on-call" rotation for after-hours calls
Serves as a positive role model and image for the technician group
Protects the company's image, appearance, and reputation
Consistently sets an example of safety
Enforces all company policies
Manages customer relationships for the assigned area
Reviews and assists in scheduling equipment changeouts, ensuring budgets meet company margin profiles and expectations
Investigates safety issues and submits reports to the VP, Director of Safety, and HR
Completes tasks in a safe, accurate, thorough, and alert manner
Upholds company policies and procedures
Works professionally with managers, supervisors, coworkers, customers, and the public
Other related job duties as assigned
Service Meetings:
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
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
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
Ability to travel as needed
Education and Experience:
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
