Job Title

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 DoingCommunicate with customers to quickly and efficiently troubleshoot technical issues via phone, written or on-siteTake ownership of a defined territory to drive positive service metrics with our distributor or service partner companiesBuild and maintain professional relationships with distributors and service partners in a defined territoryAbility to train customers on equipment operations and preventative maintenance proceduresWork effectively with our distributor network to resolve issues in the fieldAbility 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 othersDraft 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 satisfactionAbility to drive commercial vehiclesAbility to move objects up to 100 poundsDrive continuous improvement throughout our after-sales networkAbility to travel (both domestic and international as necessary) up to 50% of the timeAbility to support / work an on-call rotationHours for this position are 8AM - 5PMConsistently models the Company Values and Expected BehaviorsOther duties as assignedWhat We're Looking ForCollege degree in any related field preferred or equivalent experience1-3 years of experience managing external service partnersCFESA certification in gas or electric or related certification preferredEnglish required, French and German a plus.Intermediate computer skills including but not limited to keyboarding and Microsoft suite toolsFoodservice equipment/industry knowledge a plusExcellent communication skills both written and verbalExperience with writing and/or maintaining documentationTime management skills with attention to detailRecord of keeping up with the workload and delivering work on timeDemonstrated proven ability to handle and resolve escalationsUnderstanding of Henny Penny’s products and servicesKnowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BI Analytics, etc.)Decision-making and problem-solving skillsCollaborates well in a team environment and across multiple departments