Job Description:

SUMMARY

The Service Territory Operations Manager is responsible and accountable for leading and directing their assigned territory to achieve Service Annual Plan commitments and deliver ongoing service revenue growth, profitability, productivity, quality, and service levels. The Service Territory Operations Manager is also responsible for maintaining relationships across the Food Equipment Group enterprise including Field Sales Managers, Territory Installation Managers, Equipment sales teams, and major dealers who support FEG growth. The STOM ensures that the strategic direction for Service, as defined in Annual and Long-Range Plans, is carried out by the District Managers and territory Administrative/Customer Support functions per ITW’s policies and applicable laws.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.

The major responsibilities of this role include:

• STRATEGIC LEADERSHIP: Support and implement goals aligned with the business's long-term plan, segmentation, and strategic direction as communicated by the Service Division Leadership team.  Drive the overall success of the territory. Anticipate local trends and implications accurately to create sustainable value.
• ACTION ORIENTED: Identify and seize new opportunities through strategic initiatives. Analyze performance data to recommend productivity, profitability, and customer satisfaction improvements.
• CUSTOMER FOCUS: Cultivate external relationships with clients and vendors, manage peer and territory-level customer relationships strategically, build solid connections, and ensure the delivery of customer-centric solutions aligned with strategic goals to reduce conflict and grow the business.

• BUILD NETWORKS: Collaborate with the Service Sales, National Accounts, Installation & Equipment Sales team in the territory to achieve service strategic objectives and support shared strategic objectives.  Recommends and makes data-driven strategic trade-off decisions within the territory. Maintains awareness of market dynamics impacting the districts.
• DEVELOP TALENT: Attract and select diverse and high-caliber leadership talent. Prioritize the development of others through coaching, feedback, exposure, and strategic career moves.
• FINANCIAL ACUMEN: Manage the P&L of the business strategically. Use financial analysis to generate, evaluate, and act on strategic options and opportunities.
• STRATEGIC MINDSET:   Demonstrate ability to analyze data and apply it to organizational strategies, drive simplification to all levels of the organization, be the point of contact for escalation concerns within the territory and be able to resolve complex issues strategically that impact current and future business needs.
• ORGANIZATIONAL KNOWLEDGE: Leads in keeping with ITW values and develops and maintains a working knowledge and use of the ITW toolbox.
• SAFETY: Ensures all operations comply with company safety standards and industry regulations. Maintains a culture of safety within the team, ensuring that proper protocols are followed, especially during field activities. Prioritizing safety helps safeguard both employees and clients while minimizing risk.

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Work Experience

• Bachelor's degree
• 8 years of leadership experience in a distributed service industry environment or equivalent experience
• Project Management Professional (PMP) or strong foundational knowledge of project management fundamentals is preferred

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Demands

While performing the duties of this job, the employee is:

• Regularly required to sit
• Operates standard office equipment

Working Conditions

• Office or remote location environment
• Noise level in the work environment is usually moderate

Hours of Work

• Normal business hours with extended hours as needed
• Travel up to 50%
• Must be willing to relocate

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