Service and Training Manager

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Why The Kendall Group?

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.

Key Responsibilities:

The essential duties and responsibilities of the Service and Training Manager position will consist of, but are not limited to, the following:

• As a leader, model the following behaviors with your team:
  • Provide leadership, direction, growth, and mentoring
  • Adhere to our company values of Success Beyond the Sale, Partnership as a Promise, We Do What We Say, Legacy of Impact, and Purpose-Driven Progress
  • Invest in self-growth through participating in continuous improvement, learning, and development
• Lead and manage a team of field service technicians and coordinators responsible for executing best in class field service and training
• Guide, coach, and mentor team members, fostering a collaborative and high-performing work environment
• Lead the Service Coordination team to ensure resources are allocated effectively and that jobs are appropriately staffed
• Define job scope, objectives, and deliverables in collaboration with clients, technicians, and coordination staff
• Develop and maintain training plans for technicians ensuring certifications are current
• Manage tools and vehicle fleet to ensure maximum efficiency and effectiveness
• Lead the growth in customer training quantity and quality in conjunction with sales and marketing
• Understand client requirements and business objectives and align deliverables accordingly
• Ensure required deliverables, including documentation, are provided to the client in accordance with established timelines
• Foster enhanced customer relationships resulting from quality work and insights gleaned
• Collaborate with sales and business development teams to identify new opportunities, expand client relationships, and drive revenue growth
• Participate in proposal development and contract negotiations for strategic opportunities, ensuring the alignment of services with client needs and objectives
• Own departmental profit and loss (P&L) by optimizing revenue and reducing costs while taking into consideration team workload and stress factors
• Stay updated on industry trends, best practices, new products, and emerging technologies related to services offered
• Identify process improvements, efficiency gains, and innovative approaches to enhance service delivery and client satisfaction
• Foster a culture of ongoing professional development and skill enhancement within the team, organizing training sessions and knowledge-sharing activities
• Other duties as assigned

Competencies you possess:

• Service Excellence
• Results, Action Oriented
• Accountability and Responsibility
• Teamwork and Collaboration
• Talent Development
• Managerial Courage
• Highly Organized
• Strategic Thinking
• Inspiring & Motivating Others

• Work Experience: 3 years of experience leading a team of service technicians, tradespeople or equivalent
• Education: Associate's degree in industrial electronics, instrumentation or automation or equivalent work experience
• Strong business acumen: Ability to understand and align deliverables with client objectives
• Analytics/Computer Skills: Proficient with Microsoft Office suite and work order management tools
• Organizational Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environment
• Cross-functional skills: Experience working cross-functionally with sales, marketing, project leads, external vendors, and customers; experience with problem solving in a customer engagement environment
• Communication Skills: Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner
• Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.
• Frequent sitting, driving, and getting in and out of a vehicle
• Ability to see/sit/stand/walk/talk and hear
• Ability to lift/move/carry up to 50lbs
• Ability to stand for 8 hours a day
• Ability to climb stairs and step ladders, bend, stoop, crouch, and kneel
• Physical Environment: While performing the duties of this job, the employee is exposed to temperature conditions prevalent at the time. The noise level in the work environment is consistent with that of a manufacturing company.
• Driver's License: Possess and maintain a valid driver's license
• Travel: Up to 50%, occasionally out of state and over weekends

Skills we prefer but don't require:

• Work Experience: 3+ years of experience leading a team of service technicians, tradespeople or equivalent; experience in industrial instrumentation service, preferably in the process industry (oil & gas, chemical, pharmaceutical, food and beverage, etc.)
• Education: Bachelor's degree in a technical, science or business field
• Analytics/Computer Skills: Industrial controls platforms such as RSLogix5000, CRM platforms such as Salesforce

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.