Compass Group, North America FIELD SERVICE MANAGER in CHICAGO, Illinois

  • We have an opening for a Field Service Manager* *position.

    • Location: Chicago, IL

    • Schedule: 7AM - 4PM; on call some weekends

    • Reports to: Vice President of Service Operations

    • Division: TCO (Tradecraft Outfitters), a division of Compass Group

If you have a positive attitude and a love for learning, you may be interested in joining our team.

We are Tradecraft Outfitters. Leaders in delivering transformative craft coffee and tea experiences to restaurants, hotels, cafes, specialty grocers, foodservice operators, and offices. We bring choice and create experiences in the craft coffee and tea space by working with the best roasters and tea companies to deliver quality, innovation, performance and dependability. We value authenticity, local culture, people, craft, kindness and the inherent beauty of coffee and tea.

We are a one-stop solution providing craft coffee and tea with the equipment, training, service and accessories needed to deliver memorable experiences.

Full time associates at Tradecraft are offered many fantastic benefits such as:

  • Medical

  • Dental

  • Vision

  • Flexible Spending Accounts (FSAs)

  • Commuter Benefits

  • Wellness Program

  • Employee Assistance Program

  • Life Insurance for Associates and Eligible Dependents

  • Short Term Disability (STD) and Long Term Disability (LTD)

  • Accidental Death & Dismemberment (AD&D) Insurance

  • Discount Marketplace

  • And other voluntary benefits

Job Summary

_Job Brief_

The Service Manager reports to the Vice President of Service Operations and will be accountable for managing the team of Field Service Technicians in the Chicagoland market as well as the Service Support Specialist role. This role is responsible for overseeing all of the crucial areas of the day-to-day service operations for Tradecraft Outfitters in the Chicagoland market. These areas include the coaching and development of each member of the Chicago Service Team, maintaining equipment and parts inventory, payroll, hiring and terminating, scheduling, invoicing and ensuring the Service Technicians have all of the necessary tools to complete their jobs to meet Tradecraft Outfitter’s Quality Standards.

_Key Responsibilities_

  • Provide leadership and development of the service team through coaching, route rides, training, mentoring and setting an example

  • Spend at least 40% of time in the market with FSTs and/or customers

  • /Manage Through Metrics/ - ensure Service Team KPIs are achieved and hold each team member accountable for their individual KPIs (detail below)

  • Make certain all technicians’ are trained and certified, create a sustainment model for post-certified technicians

  • Perform all reviews for technicians based in Chicago in a timely manner following company guidelines

  • Oversee daily internal communications with Service Team, Customer Support and Sales, as well as as well as being the main point of escalation for urgent customer issues related to Service

  • Continue to manage existing processes involving equipment ordering and placement

  • Maintain accurate inventories for all parts and equipment

  • Oversee the execution and accuracy of timely invoicing for all billable service work

  • Learn all Tradecraft’s Coffee Roasting Partners standards, be able to replicate it to their satisfaction and insure that these standards our kept by all service personnel

  • Oversee the execution of TCO’s quality control and preventative maintenance programs

  • Make sure all service vehicles are properly maintained mechanically and physically

  • Work closely with team to ensure workspace and storage areas are clean and well organized

  • Work with HR/Recruiter to hire the best and brightest as we continue to grow

  • Enforce company policies and legal responsibilities

  • Maintain Emergency Equipment repair Service Standards (High / Med) and increase efficiencies to drive down wait times for repair.


  • Experience with specialty coffee equipment (3-5 years)

  • Operational Management (2 years minimum)

  • High level of commitment to quality and methodologies to improve

  • Strong computer skills

  • Excellent work history and the desire to obtain long term employment

About Compass Group: Achieving leadership in the foodservice industry

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. /*Los Angeles applicants: Compass Group will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box ordinance)./

Req ID: 173270