Service Manager

Field Service Manager – Chemical Division
- Warewash & Laundry Solutions Position Summary Lead, develop and improve a four-person Chemical Service Technician team supporting commercial warewash, laundry and chemical dispensing customers. This hands-on leader builds technicians’ technical, customer-service and selling skills; supports Restaurant, Healthcare and Hospitality Sales Managers on larger opportunities, manages distributor relationships; and oversees technical escalations, service scheduling, Preventative Maintenance (PM), parts and equipment. Responsibility Allocation
• Team Leadership, Training & Development
- 35%
• Sales Support & Business Development
- 25%
• Technical Leadership & Field Support
- 20%
• Service Scheduling, PM & Parts Management
- 15%
• Customer Experience & Service Performance
- 5% Team Leadership, Training & Development — 35%
• Lead and coach four technicians through structured development plans, ride-alongs, field observations and hands-on training.
• Set competency standards for warewash/laundry equipment, chemical dispensing, titration, installation, electrical and plumbing diagnostics, PM, root-cause analysis and customer communication.
• Build selling skills so technicians identify additional dispensing, three-compartment sink, mop-sink, laundry, housekeeping and warewash opportunities and refer them to the appropriate Sales Manager. Sales Support & Business Development — 25%
• Support Restaurant, Healthcare and Hospitality Sales Managers on large, multi-location and technically complex chemical opportunities.
• Join discovery meetings and site surveys; evaluate existing systems, water conditions, equipment, utilities and installation requirements; recommend solutions and support customer presentations.
• Coordinate technical assessments, implementation plans, equipment and technician resources from proposal through installation, startup and ongoing service. Sales Managers retain ownership of customer relationships and commercial proposals. Technical Leadership & Field Support — 20%
• Serve as primary technical expert and escalation point for commercial dishmachines, laundry systems, pumps, probes, controllers, chemical concentration, wash formulas, electrical/plumbing diagnostics and water-quality issues.
• Oversee complex installations and conversions; verify systems are properly installed, calibrated, tested and commissioned. Service Scheduling, Preventative Maintenance & Parts — 15%
• Schedule technician coverage for PM, service calls, emergencies, installations, replacements and account conversions; monitor timely closure and recurring issues.
• Maintain a documented PM program, balanced workloads, after-hours coverage and service efficiency.
• Manage parts, dispensing equipment and company assets; establish stock levels, technician truck inventory and purchasing/replenishment controls. Customer Experience & Service Performance — 5%
• Resolve significant customer escalations and recurring service problems promptly and professionally.
• Track PM completion, response time, open/repeat calls, first-call resolution, installation quality, productivity, customer retention, technician competency, inventory accuracy and safety. Required Qualifications
• 5+ years in commercial warewash, laundry, institutional chemical systems or a related field-service environment.
• Hands-on expertise in warewash and laundry equipment, chemical programs and dispensing systems; ability to install and troubleshoot mechanical, electrical, plumbing and chemical systems.
• Prior leadership, supervisory, lead-technician or training experience; proven ability to develop field-service staff.
• Strong scheduling, organization, customer communication and problem-solving skills; effective collaboration with sales and service teams.
• Valid driver’s license and ability to travel throughout the company’s service territory. Preferred Qualifications
• 3-5 years of experience with National or regional chemical supply company Experience with Ecolab, Auto-Chlor, Sunburst, Diversey/Solenis or a similar warewash/laundry chemical provider.
• Healthcare, hospitality, restaurant or institutional account experience; laundry formula troubleshooting; large conversions and multi-location installations. Key Measures of Success
• Build a technically proficient, increasingly self-sufficient team with stronger customer-service and selling capabilities.
• Help Sales Managers win larger chemical accounts and execute successful new-account installations.
• Deliver reliable PM completion, efficient scheduling, first-call resolution and disciplined parts/equipment management.
• Reduce repeat service calls, strengthen customer retention and scale service capacity as the chemical business grows.