Service Operations Lead – Customer Support

Culinary Depot; Village of Spring Valley (NY); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Paid holidays

Job summary

Culinary Depot, a national distributor of foodservice equipment and supplies, seeks a Customer Support Manager to lead the service department and ensure high-quality post-sale customer experiences. You will oversee service coordinators, manage vendor and technician performance, and design scalable processes and reporting.

Responsibilities include driving timely responses, improving customer communications, and establishing a culture of urgency and accountability while partnering with vendors to

Qualifications

• Experience leading a service, support, or operations team.
• Highly organized and detail-oriented with sound judgment under pressure.
• Strong sense of urgency and follow-through across competing priorities.
• Ability to hold vendors accountable while maintaining empathy with customers.
• Process-oriented with a track record of improving operational efficiency.
• Experience in foodservice equipment or field service coordination preferred.

Responsibilities

• Manage response and resolution times across all open service cases.
• Establish consistent proactive customer communication standards and act as escalation point.
• Hold vendors, technicians, and Authorized Service Agents to agreed standards and timelines.
• Monitor vendor performance, warranty claims, and reimbursement.
• Improve tracking and visibility across parts, vendors, technicians, and warranties.
• Develop scalable service processes and identify automation opportunities.
• Own department reporting and KPIs such as response times and case volume.
• Train and develop the service coordinators and foster accountability.

Job description

Culinary Depot, a national distributor of foodservice equipment and supplies, seeks a Customer Support Manager to lead the service department and ensure high-quality post-sale customer experiences. You will oversee service coordinators, manage vendor and technician performance, and design scalable processes and reporting.

Responsibilities include driving timely responses, improving customer communications, and establishing a culture of urgency and accountability while partnering with vendors to