Service Manager

Job Description

Summary of the Job:

The Service Manager partners with the District Manager, managing the business within a district to achieve sales and profitability budgets. They manage service delivery excellence by working directly with Service Delivery Specialists and District Managers. This individual focuses on workforce management; reviews service delivery metrics, determines root causes of customer disputes, addresses operating expense inefficiencies, and supports Service Delivery Specialist development opportunities.

What You Will Do:

• Manage daily workforce flow, scheduling issues, vacation schedule, and the emergency service schedule for weekends and evenings
• Work daily with dispatchers on technician scheduling, service efficiency, schedule adherence, and contracted service completion
• Participate in new Service Delivery Specialists (SDS) onboarding and implementing/executing a training plan
• Coach and empower Technicians to own their results and provide the tools and resources to achieve them
• Identify the potential in an individual and align development activities to their abilities and talents
• Manage technician performance through coaching and direction under the direction of the District Manager
• Review district performance with District Manager monthly to identify needed improvements to achieve sales and profitability budgets
• Work with Parts Department on parts issues, shipping, and delivery.
• Actively build strong relationships with key stakeholders in the customer's organization
• Proactively works to manage customer relationships to effectively solve issues and demonstrate value

What is in it For You:

• Utilize your managerial and leadership skills to support and lead a high-performing team
• Develop your skills in leading a workforce
• Become part of a field service support management team with advancement opportunities
• Competitive salary and benefits
• Access to best-in-class resources and technology
• This position will be in Fishers, Indiana

Basic Qualifications:

Must meet one of the following:

• Associate degree and two years of people management experience.
• A combination of Smart Care experience, people management, or education experience equivalent to a Bachelor’s Degree (1.5 years’ experience = 1 year post-secondary education).

Must have the following:

• Must be able to read and write in English
• Immigration sponsorship is not available for this role

Preferred Qualifications:

• Commercial kitchen equipment repair, hospitality/hotel, restaurant, or business service industry experience preferred.
• Prior experience monitoring/assessing performance of yourself, other individuals, and organizations to make improvements or take corrective action.
• Proven record of meeting customer needs, quality service delivery, meeting business objectives, and the ability to lead a field service team.
• Good decision-making & problem-solving skills when handling challenging situations in a fast- paced environment.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.

About Us

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Our strong reputation and leading customer service stems from our high-quality technician base, breadth of services and quick response times. We are OEM-agnostic with the ability to service more than 10,000 types of equipment – giving you a valuable, single source provider to all your kitchen and refrigeration equipment needs.

As we continue to build upon our foundation of world class technicians and national coverage, it is centered around how to better serve our broad range of customers – from grocery to restaurants, from corporate dining to hospitality, from large entertainment venues to higher education, from cold storage to convenience stores, from healthcare to casinos.