Service Coordinator Supervisor

Service LeadCulinary Depot is a national distributor of foodservice equipment and supplies serving restaurants, institutions, and commercial kitchens. The Service Lead directs the service department and is accountable for the quality, speed, and consistency of the post-sale customer experience.This role oversees the service coordinators, manages vendor and technician performance, and develops the processes and reporting required to resolve cases efficiently and at scale.Key ResponsibilitiesManage response and resolution times across all open service cases, with a focus on reducing aging and unresolved casesEstablish consistent, proactive customer communication standards and serve as the point of escalation for complex or sensitive casesHold vendors, technicians, and Authorized Service Agents accountable to agreed service standards and timelines, and strengthen those relationships to accelerate resolutionsMonitor vendor performance, warranty claims, and reimbursementImprove tracking and visibility across parts, vendors, technicians, and warrantiesDevelop scalable service processes and identify opportunities to automate workflows and customer status updatesOwn department reporting and KPIs, including response times, open case volume, vendor delays, and resolution timelinesTrain, coach, and develop the service coordinators, and establish a departmental culture of urgency, ownership, and accountabilityMeasures of SuccessConsistent, reliable service delivery and improved customer satisfactionMeasurable reduction in vendor delays and customer escalationsIncreased automation and reduced manual follow-upA well-organized, accountable service department positioned to scaleQualificationsDemonstrated experience leading a service, support, or operations teamHighly organized and detail-oriented, with sound judgment under pressureStrong sense of urgency and follow-through across competing prioritiesAbility to hold vendors accountable while maintaining a professional, empathetic approach with customers, and to develop that capability in othersProcess-oriented, with a track record of improving operational efficiencyExperience in foodservice equipment, warranty and ASA networks, or field service coordination preferredCompensation and BenefitsHealth insurance, 401(k) with company match, paid time off, and paid holidays.