District Manager

Smart Care; Coral Gables (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Smart Care is seeking a District Manager for Southeast Florida to provide market leadership by hiring, managing and developing a team of technicians and dispatchers to maximize productivity, billing utilization, profitability, and customer service delivery.

You will drive new sales, oversee rollouts of new chain accounts, and visit key customers regularly to ensure retention and growth in EBITDA, with up to 75% travel across the market.

Qualifications

• Bachelor’s Degree or commensurate experience.
• 8-10 years of managerial/supervisory experience with 5+ in a service-related industry.
• 3+ years of customer relationship development and management experience.
• Previous P&L accountability (minimum $3 Million responsibility).
• Experience leading 15+ Technicians.
• Knowledge of service application and dispatch systems; call-to-cash process.

Responsibilities

• Full responsibility for P&L management.
• Improve customer and technician retention.
• Achieve targeted sales, productivity, utilization, and EBITDA goals.
• Grow market share through premier customer service and daily management.
• Significant face-to-face time with customers to build relationships and retention.
• Ensure adherence to company policies, procedures, and objectives within the district.
• Oversee talent acquisition, development, retention and engagement within the division.
• Utilize local sourcing and recruiting to identify candidates for future technician openings.

Skills

Team leadership

Customer relationship management

P&L accountability

Recruiting / talent acquisition

Cross-functional collaboration

Communication skills

Scheduling and dispatch

Travel readiness

Education

Bachelor’s Degree or commensurate experience

Job description

As a District Manager for Southeast Florida you are responsible for providing market leadership by hiring, managing and developing team members to maximize productivity, billing utilization, profitability, and customer service delivery. This position plays the lead role in driving customer relationships and delivering local market achievement against Smart Care’s financial objectives through ethical and sound business practices. The District Manager establishes and executes specific plans for driving new sales, as well as, coordinating the rollout and service of new chain accounts.

The District Manager will develop and implement solutions designed to enable Smart Care to scale to its growth ambition. The person in this role will have two areas of focus:

• Technician Retention: The primary focus of this role will work in a Field leadership position with a group of technicians (up to 20) and Dispatchers to execute great service and communication to customers. The ability to build a team environment and being present (in person) with technicians in the field. Additionally, this role will be responsible to recruit and retain technicians locally. Performance metrics will be linked to customer (e.g. response time, days to close calls, etc.), business (Technician productivity, utilization, etc.) facing outcomes and specifically retaining technicians.
• Customer Retention: The person will be responsible to visit key customers on a regular defined basis. In addition, they will execute on new customer launches and visiting customers at risk to ensure customer retention is aligned to Smart Care Goals. Ultimately, this District Manager will be responsible to drive high consistent single digit growth in sales and double-digit growth in EBITDA.

Main Responsibilities

• Full responsibility for P&L management
• Improved customer and technician retention
• Achieve targeted sales, productivity, utilization, and EBITDA goals
• Grow and retain market share through management and delivery of premier customer service through daily management
• Significant face-to-face time with customers; building relationships and driving customer retention
• Ensures adherence to company policies, procedures, and objectives within the district.
• Oversees talent acquisition, development, retention and engagement within the division
• Utilize local sourcing and recruiting to identify candidates for future technician openings

Basic Qualifications

• Bachelor’s Degree or commensurate experience
• 8-10 years of managerial/supervisory experience with 5 or more in a service-related industry
• 3 or more years of customer relationship development and management experience
• Previous P&L accountability (minimum $3 Million responsibility)
• Track record of success leading 15+ Technicians
• Through understanding of call to cash process (i.e. sales, customer care, dispatch, service, supply chain, billing, etc.)
• First‑hand experience developing and implementing service application and dispatch systems
• Key skills include: Team player and contributor, Proven ability to cultivate highly productive, collaborative relationships with internal sales teams, cross functional stakeholders, and channel partners, Clear and direct communication style; comfortable getting and giving feedback (i.e. good listener) up, down, and across the organization, Drives accountability of safety policies related to driving and on‑site work
• Must be able to travel 50-75%
• Previous experience in foodservice or equipment repair industry
• Willingness to travel within the market spending significant time with current and potential customers
• Valid driver’s license and acceptable motor vehicle record (2-year history)