Technical Service Manager

Description

Lab2Fab, A Middleby Company, is seeking a motivated, forward-thinking, business-minded leader to manage our Technical Service department based onsite at our Lewisville, TX location. This role is responsible for overseeing technical service support for key customers, leading service escalation resolution, and managing an independent global field service network. Additional responsibilities include coordinating and delivering technical training, administering service parts pricing, and interpreting service performance data to proactively communicate trends and drive improvements. The position requires domestic travel and occasional international travel.

Responsibilities: 

• Manage customer interaction and service escalation 
• Service network management including identifying, training and maintaining accountability with Authorized Service Agents (ASAs) 
• Data analytics to identify claim trends requiring escalation to engineering and mfg.
• Lead weekly Engineering/Service meetings
• Field service information development and distribution (including service manuals, service bulletins, how to videos, service parts lookup, new product launch information/training materials, etc.). 
• Warranty-related administration through Global Warranty
• Service tech training and coordination

Requirements

Skills & Qualifications: 

• Excellent verbal and written communication skills
• Exceptional leadership and motivational skills
• Excellent organizational and problem-solving skills.
• Technical background to troubleshoot and resolve service issues.
• Excellent organizational skills and attention to detail.
• Ability to work independently while having the ability to collaborate internally and externally when required is essential

Education/Experience:

• Bachelor’s Degree with an electrical emphasis preferred but associate’s degree w/ proven track record will be considered
• Experience managing a national service network.
• 6+ years in foodservice equipment or similar industry (e.g., HVAC)
• Must have demonstrated experience leading and managing a team