Regional Service Manager - North Central US

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the Job

The Regional Service Manager oversees all third-party service and installation networks, as well as in-house technicians (IHTs) within the North Central US territory (ND, SD, NE, KS, MN, IA, MO, WI, IL, IN, MI, OH, KY). Primary responsibilities include:

• Manage the performance of 3rd party service providers, driving continuous improvements to exceed established service standards.
• Identify opportunities for enhancement and assesses the need for service provider training, providing training when necessary.
• Evaluate potential 3rd party service providers to ensure they meet the established criteria and make data-driven recommendations regarding hiring and termination decisions.

****Please note that this role will require up to 75% travel in order to visit service providers throughout the assigned territory, support installations, provide technical training, and develop/maintain service provider relationships.

****Interested candidates must reside within the North Central US territory (ND, SD, NE, KS, MN, IA, MO, WI, IL, IN, MI, OH, KY).

 

Essential Duties and Responsibilities

• Responsible for managing Service Provider performance by developing strong relationships, through regular visits and performance evaluations.
• Provide direct supervision for the Franke Authorized Service Providers in the geographic territory assigned.
• Work directly with the Technicians, providing one-on-one coaching to improve their skills and abilities, as well as adherence to established policies, procedures, and objectives.
• Identify additional Technician training needs and work with the Sr. Service Manager to implement programs to address these needs.
• Improve technicians’ skills (both technical & interpersonal relationships) to achieve a higher level of service delivery.
• Work closely with all internal stakeholders to ensure prompt and efficient handling of escalated service and Customer issues. 
• Coordinate with the other Regional Service Managers, Key Account Support Specialist and the Sr. Service Manager to assure consistency in delivering our service strategy.
• Work with Technical Trainers to provide service/parts training to field including for the Service Provider and perform such training when required.
• Work with the required departments to provide detailed service reports and review performance issues with each SP regularly and as needed. 
• Fulfill the financial controls and risk management responsibilities inherent in the position.
• Act as a point of escalation to resolve issues in the field.
• Respond to all quality assurance escalations to drive customer satisfaction.
• Support communication and driving business initiatives to deliver performance results.
• Perform regular audits of Service Partners as scheduled and more frequently, if needed.
• Other duties as assigned.

Knowledge, Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

• Management — Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.
• Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Mechanical — Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Safety and Security — Knowledge of relevant equipment, policies, procedures, regulati