Territory Service Manager

6 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Henny Penny Full time
Do you want to work for a global company that creates remarkable experiences through people, products, and food? If you want to be part of a rewarding People First culture that values relationships, trust, and taking the long view, then this is the place for you. Henny Penny was named the 2021 Dayton Business of the Year for many good reasons. Read on to learn more
As a Territory Service Manager, 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, multi-lingual would be 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
About Us:
We're known in our industry for making the best commercial food equipment in the world. Every day, millions of people eat in restaurants operating Henny Penny equipment. We're a behind-the-scenes engine in the world's most demanding kitchens, including long-term partners like McDonald's, Chick-fil-A, KFC, and Wendy's. We're 1,000+ employee-owners who thrive by living a People First mission: to support employees in becoming the best version of themselves both personally and professionally.
We recently completed the largest expansion in our history with the addition of 150,000 square feet on our Eaton campus. This expansion drives development of the world's most reliable, easy-to-use equipment with an innovative new space for global research and development. We have several collaborative spaces for our project teams, a dedicated electrical engineering lab for our hardware and software engineers, a full model shop for rapid prototyping, and a brand-new test lab that has 300 feet of hood space to test new equipment on our product roadmap. On top of that, we have a new state-of-the-art kitchen for our food science group to meet with our customers, understand what they need, and then dial in our equipment to help them make legendary menu items.
Henny Penny is an Equal Opportunity Employer. Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.
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