Territory Service Manager - United Kingdom

Henny Penny; Sheffield; On-site; GBP 35,000 - 50,000; Full time

Job summary

A global foodservice equipment company in the UK is seeking a Territory Service Manager to provide on-location technical support and manage service performance for distributors. The ideal candidate will have experience with service partners, excellent communication skills, and the ability to travel up to 50% of the time. This full-time role requires strong problem-solving capabilities and a proactive approach to customer service.

Qualifications

• 1-3 years of experience managing external service partners.
• CFESA certification in gas or electric or related certification preferred.
• Understanding of Henny Penny's products and services.

Responsibilities

• Provide on-location technical support to customers.
• Communicate with customers to troubleshoot technical issues.
• Manage service performance with multiple distributors.

Skills

Excellent communication skills

Problem-solving skills

Time management skills

Ability to train customers

Education

College degree in a related field or equivalent experience

Tools

Microsoft Suite

Henny Penny internal systems (JDE, Apps, Concur)

Job description

As a Territory Service Manager (EMEA), you will have the opportunity to play a critical role in providing the best experience possible to our customers. Part of that is a goal that no piece of Henny Penny equipment will be down for more than 24 hours, any place in the world. The Territory Service Manager's primary duty is to provide on-location technical support to customers, resolve technical and operational issues with our kitchen equipment, and manage service performance with multiple distributors and/or service partners in a defined territory.

What You'll Be Doing

• Communicate with customers to quickly and efficiently troubleshoot technical issues via phone, written or on-site
• Take ownership of a defined territory to drive positive service metrics with our distributor or service partner companies
• Build and maintain professional relationships with distributors and service partners in a defined territory
• Ability to train customers on equipment operations and preventative maintenance procedures
• Work effectively with our distributor network to resolve issues in the field
• Ability to startup, operate, and/or repair equipment in the field as necessary. Field work may be in off-shift hours. This may be alone or with others
• Draft technical procedure documents such as bulletins, instructions, knowledge articles, etc.
• Use effective follow-up techniques and maintain professional communication with customers to ensure that issues have been resolved to satisfaction
• Ability to drive commercial vehicles
• Ability to move objects up to 100 pounds
• Drive continuous improvement throughout our after-sales network
• Ability to travel (both domestic and international as necessary) up to 50% of the time
• Ability to support / work an on-call rotation
• Hours for this position are 8AM - 5PM
• Consistently models the Company Values and Expected Behaviors
• Other duties as assigned

What We're Looking For

• College degree in any related field preferred or equivalent experience
• 1-3 years of experience managing external service partners
• CFESA certification in gas or electric or related certification preferred
• English required, French and German a plus.
• Intermediate computer skills including but not limited to keyboarding and Microsoft suite tools
• Foodservice equipment/industry knowledge a plus
• Excellent communication skills both written and verbal
• Experience with writing and/or maintaining documentation
• Time management skills with attention to detail
• Record of keeping up with the workload and delivering work on time
• Demonstrated proven ability to handle and resolve escalations
• Understanding of Henny Penny's products and services
• Knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BI Analytics, etc.)
• Decision-making and problem-solving skills
• Collaborates well in a team environment and across multiple departments