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Territory Service Manager - United Kingdom, Norwich
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Client:
Location:
Job Category:
Other
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EU work permit required:
Yes
Job Views:
2
Posted:
22.08.2025
Expiry Date:
06.10.2025
Job Description:
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. Your primary goal is to ensure no piece of Henny Penny equipment is down for more than 24 hours anywhere in the world. The role involves providing on-location technical support, resolving technical and operational issues with kitchen equipment, and managing service performance with multiple distributors and/or service partners within a defined territory.
What You'll Be Doing
* Communicate with customers to troubleshoot technical issues quickly and efficiently via phone, written communication, or on-site visits.
* Take ownership of a defined territory to improve service metrics with distributors or service partners.
* Build and maintain professional relationships with distributors and service partners.
* Train customers on equipment operations and preventative maintenance procedures.
* Work effectively with our distributor network to resolve field issues.
* Operate, start up, and repair equipment in the field as necessary, including off-shift hours, alone or with others.
* Draft technical procedure documents such as bulletins, instructions, and knowledge articles.
* Follow up effectively and communicate professionally with customers to ensure resolution satisfaction.
* Drive continuous improvement throughout our after-sales network.
* Travel domestically and internationally up to 50% of the time.
* Support and work in an on-call rotation.
* Work hours are from 8AM to 5PM.
* Model the company values and expected behaviors.
* Perform other duties as assigned.
What We're Looking For
* College degree in a related field or equivalent experience.
* 1-3 years managing external service partners.
* CFESA certification in gas or electric, or related certification preferred.
* English required; French and German are a plus.
* Intermediate computer skills, including keyboarding and Microsoft Office tools.
* Knowledge of foodservice equipment or industry is a plus.
* Excellent written and verbal communication skills.
* Experience in documentation writing and maintenance.
* Strong time management and attention to detail.
* Proven ability to handle escalations and deliver work on time.
* Understanding of Henny Penny’s products and services.
* Knowledge of internal systems such as JDE, Apps, Concur, Halo BI Analytics, etc.
* Decision-making and problem-solving skills.
* Ability to collaborate across teams and departments.
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