Job Description

Culinary 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 Responsibilities

• Manage response and resolution times across all open service cases, with a focus 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, and establish a departmental culture of urgency, ownership, and accountability

Measures of Success

• Consistent, reliable service delivery and improved customer satisfaction
• Measurable reduction in vendor delays and customer escalations
• Increased automation and reduced manual follow-up
• A well-organized, accountable service department positioned to scale

Qualifications

• 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

Compensation and Benefits

Health insurance, 401(k) with company match, paid time off, and paid holidays.