Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Service Lead directs the service department, ensuring quality, speed, and consistency in the post-sale customer experience. This role oversees service coordinators, manages vendor and technician performance, and develops processes and reporting for efficient case resolution.

Responsibilities

• Manage response and resolution times across all open service cases, focusing on reducing aging and unresolved cases.
• Establish consistent, proactive customer communication standards and serve as the point of escalation for complex or sensitive cases.
• Hold vendors, technicians, and Authorized Service Agents accountable to agreed service standards and timelines, and strengthen those relationships to accelerate resolutions.
• Monitor vendor performance, warranty claims, and reimbursement.
• Improve tracking and visibility across parts, vendors, technicians, and warranties.
• Develop scalable service processes and identify opportunities to automate workflows and customer status updates.
• Own department reporting and KPIs, including response times, open case volume, vendor delays, and resolution timelines.
• Train, coach, and develop the service coordinators, establishing a departmental culture of urgency, ownership, and accountability.

Requirements

• Demonstrated experience leading a service, support, or operations team.
• Highly organized and detail-oriented, with sound judgment under pressure.
• Strong sense of urgency and follow-through across competing priorities.
• Ability to hold vendors accountable while maintaining a professional, empathetic approach with customers, and to develop that capability in others.
• Process-oriented, with a track record of improving operational efficiency.
• Experience in foodservice equipment, warranty and ASA networks, or field service coordination preferred.

Benefits

• Health insurance
• 401(k) with company match
• Paid time off
• Paid holidays

About the Company

• Culinary Depot is a national distributor of foodservice equipment and supplies serving restaurants, institutions, and commercial kitchens.