Service Manager

Smart Care Equipment Solutions; Grand Rapids (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Smart Care seeks an experienced HVAC/HVACR service department leader in Grand Rapids to oversee daily operations, coach technicians, and optimize service calls for efficiency and quality. You will collaborate with dispatch, purchasing, and management while ensuring safety standards and OSHA compliance.

Your role focuses on coaching technicians, monitoring performance, and driving profitability through effective workforce management and customer service excellence.

Qualifications

• 5+ years of HVAC/HVACR service experience preferred.
• Previous supervisory or management experience in HVAC/HVACR strongly preferred.
• Strong knowledge of HVAC/HVACR systems, troubleshooting, maintenance, and repair.
• EPA certification as required for the position.
• Valid driver's license with a good driving record.
• Strong communication and customer-service skills.
• Excellent organizational and time-management abilities.
• Strong leadership and team-building skills.
• Ability to troubleshoot technical problems and provide support to field technicians.
• Comfortable working with computers, service-management software, and other technology.
• Ability to work independently while also collaborating with technicians and management.
• Professional, dependable, and solutions-oriented attitude.

Responsibilities

• Manage the day-to-day operations of the HVAC/HVACR service department.
• Lead, support, coach, and develop service technicians.
• Coordinate technician schedules and service calls to maximize efficiency.
• Provide technical support and assist technicians with difficult troubleshooting and repairs.
• Monitor technician productivity, callbacks, labor hours, and overall performance.
• Ensure service calls are completed professionally, efficiently, and on schedule.
• Handle escalated customer concerns and ensure issues are resolved promptly.
• Review service tickets, estimates, invoices, and technician recommendations.
• Monitor service department revenue, profitability, labor costs, and other key performance indicators.
• Help identify repair and replacement opportunities based on customer needs.
• Work closely with dispatch, purchasing, warehouse, installation, and management teams.
• Monitor truck inventory, parts, tools, and equipment.
• Assist with hiring, onboarding, training, and performance management of service technicians.
• Ensure technicians follow company safety policies, OSHA requirements, HVACR codes, and manufacturer specifications.
• Maintain a strong culture of safety, accountability, professionalism, and customer service.
• Help develop and implement processes that improve service department efficiency and profitability.

Skills

HVAC/HVACR leadership

Troubleshooting

Customer communication

Team development

Safety culture

Education

EPA certification (required)

Tools

Service-management software

ERP systems

Job description

What You'll Do

• Manage the day-to-day operations of the HVAC/HVACR service department.


• Lead, support, coach, and develop service technicians.


• Coordinate technician schedules and service calls to maximize efficiency.


• Provide technical support and assist technicians with difficult troubleshooting and repairs.


• Monitor technician productivity, callbacks, labor hours, and overall performance.


• Ensure service calls are completed professionally, efficiently, and on schedule.


• Handle escalated customer concerns and ensure issues are resolved promptly.


• Review service tickets, estimates, invoices, and technician recommendations.


• Monitor service department revenue, profitability, labor costs, and other key performance indicators.


• Help identify repair and replacement opportunities based on customer needs.


• Work closely with dispatch, purchasing, warehouse, installation, and management teams.


• Monitor truck inventory, parts, tools, and equipment.


• Assist with hiring, onboarding, training, and performance management of service technicians.


• Ensure technicians follow company safety policies, OSHA requirements, HVACR codes, and manufacturer specifications.


• Maintain a strong culture of safety, accountability, professionalism, and customer service.


• Help develop and implement processes that improve service department efficiency and profitability.

What We're Looking For

• 5+ years of HVAC/HVACR service experience preferred.


• Previous HVAC/HVACR supervisory or management experience strongly preferred.


• Strong knowledge of HVAC/HVACR systems, troubleshooting, maintenance, and repair.


• EPA certification as required for the position.


• Valid driver's license with a good driving record.


• Strong communication and customer-service skills.


• Excellent organizational and time-management abilities.


• Strong leadership and team-building skills.


• Ability to troubleshoot technical problems and provide support to field technicians.


• Comfortable working with computers, service-management software, and other technology.


• Ability to work independently while also collaborating with technicians and management.


• Professional, dependable, and solutions-oriented attitude.

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 [e-mail].

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.