Service Support Manager - Exton, PA

Job Summary

The Service Support Manager oversees installation support operations for new and existing customer locations, ensuring equipment is prepared, scheduled, installed, and serviced efficiently. This role leads a team of technicians responsible for vending machines, kiosks, cameras, coffee machines, ice machines, coolers, and other food service equipment.

 The ideal candidate is a strong leader with excellent organizational, scheduling, and problem-solving skills who thrives in a fast-paced environment.

Key Responsibilities
•    Manage all installation support activities for new and existing customer accounts.
•    Oversee equipment preparation, staging, testing, and deployment for installations.
•    Coordinate installations of vending machines, kiosks, cameras, coffee machines, ice machines, coolers, and food service equipment.
•    Create and manage technician schedules using Outlook and Excel while adjusting priorities as business needs change.
•    Ensure adequate weekend and on-call technician coverage.
•    Monitor work orders, service requests, and technician activity through service management systems.
•    Serve as the primary escalation point for installation and service-related issues.
•    Collaborate with operations, logistics, warehouse, and customer service teams to ensure successful installations.
•    Track productivity, service levels, and operational performance metrics.
•    Maintain accurate records, reports, and schedules.

Leadership Responsibilities
•    Lead, coach, train, and develop a team of service and installation technicians.
•    Recruit, interview, hire, and onboard new team members.
•    Conduct performance evaluations and provide ongoing feedback.
•    Promote a culture of accountability, safety, teamwork, and excellent customer service.
•    Address performance concerns and administer corrective action when necessary.

Required Qualifications
•    3+ years of leadership experience managing service, installation, field operations, or technical support teams.
•    Strong organizational, planning, and time-management skills.
•    Proven ability to multitask, prioritize, and pivot quickly in a dynamic environment.
•    Experience scheduling field technicians and managing service operations.
•    Proficiency in Microsoft Outlook and Excel, including basic reporting and scheduling functions.
•    Strong communication, interpersonal, and customer service skills.
•    Technical aptitude and ability to understand equipment installation and service processes.
•    Experience managing employee performance, training, coaching, and development.

Preferred Qualifications
•    Experience in vending, food service equipment, beverage systems, kiosks, refrigeration, or related industries.
•    Familiarity with Smart Service or similar service ticket management software.
•    Experience managing on-call and weekend technician teams.

Key Competencies
•    Leadership & Team Development
•    Scheduling & Resource Planning
•    Organization & Attention to Detail
•    Problem Solving & Decision Making
•    Customer Service Excellence
•    Technical Aptitude
•    Adaptability & Flexibility
•    Performance Management

Ideal Candidate: A hands-on leader who can effectively lead technicians, coordinate installation schedules, maintain service excellence, and ensure equipment is installation-ready while delivering an outstanding customer experience.