Service Network Manager

Duke Manufacturing has been an industry leader in food service equipment since 1925. For nearly 100 years our customers have come to count on our team of creative, problem-solving specialists for unmatched customer experience and equipment that helps them be more successful.

The Service Network Manager is responsible for managing, coordinating, and facilitating the Authorized Service Agent (ASA) relationship from selection to termination in the Americas. The Service Network Manager partners internally and externally to best serve the customers and Duke. In a continuous improvement mindset, utilize data and analysis to establish norms, processes, and systems to streamline efficiency surrounding the Service environment.

Supports the Value Stream's operating system with metrics and insight aimed at driving
understanding and improvement of our ASA partners and key customers
a. Capture "Voice of the Customer" for ASA's
b. Identify, cultivate, and maintain relationships with key ASA partnerships
 Facilitate partnership with internal customers such as between sales, technical service, technical
publications, engineering, etc. in regards to field support and support escalated issues
 Maintain and support equitable business relationships with ASA's including the development of
service strategy, parts distribution, warranty administration, etc.
 Collaborates with the global service organization to share best practices that supports ASA
service excellence and act as corporate liaison
 Assess projected field technician technical requirements and establishes plans to close technical
and training gaps to maintain quality
 Develops and maintains strategy to achieve Key Performance Indicators Targets .
 Ensures Dukes warranty and service processes are aligned with changing market conditions and
supportive of parts and service needs in regards to ASA's and our customers
 Contributes to the MDI by analyzing call and warranty data and leading corrective action where
appropriate
 Use voice of the customer feedback to develop and implement effective training and continuous
improvement
 Supports the commercialization process for new product launches and new customer initiatives
with regard to ASA support and parts distribution requirements
 Contributes to develop required parts list/kits prior to new product launches in partnership with
Service, Engineering, Procurement and Parts
 Support Sales at various training and trade show events as required
Perform other duties as directed or assigned: The above list of essential duties is not exhaustive. It only
defines some of the main responsibilities. An employee may be required to perform additional tasks not
listed above

Current Openings for Service Network Manager Jobs at Duke Manufacturing