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. 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. 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 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

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 Financial Management Responsible for: Labor efficiency Billable hours Department profitability Warranty recovery Technician productivity Reducing callbacks Technician Development Develop technicians through: Weekly technical training Ride-alongs Skills assessments Safety meetings Manufacturer certifications Communication Maintain communication with: Customers Sales Warehouse Office staff

Vendors Manufacturers 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 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 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

Financial Service Gross Profit Target:

Company goal Billable Technician Hours 75% minimum Service Sales Growth Annual increase Warranty Recovery 100% 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% Scheduling Daily technician utilization 95% Emergency response time Same day whenever possible PM visits completed 100% Technician Development Weekly technical training Every Friday (minimum 30 minutes) Monthly ride-alongs Minimum 2 Annual certifications completed 100% Quarterly performance reviews 100% Safety Recordable accidents Zero Vehicle inspections Weekly Shop inspections Weekly Safety meetings Monthly Inventory Parts returns completed weekly 100% Warranty parts processed 100% Service truck inventory accuracy 95% Leadership Daily Morning Huddle 100% 30 Every 30 meetings 100% Employee retention Above company average Department communication score Quarterly survey #hc256812