Service Manager

Smart Care Equipment Solutions; Illinois; Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Competitive salary and benefits

Access to best-in-class resources and技

Remote role with field travel 2-3 days

Job summary

Smart Care Equipment Solutions in the Chicago area is seeking a Service Manager to lead and develop a high-performing field service team. You will partner with the Operations Director to drive sales, profitability and service quality across the district.

The role requires managing technicians, improving scheduling efficiency, onboarding new staff, and building strong stakeholder relationships with customers. A remote-but-field-based role with 2–3 days on-site travel is expected.

Qualifications

• Must have 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 be able to read and write in English.

Responsibilities

• Manage daily workforce flow, scheduling issues, vacation and weekend/after-hours coverage.
• Coordinate with dispatchers on technician scheduling, service efficiency and contract completion.
• On-board new technicians and implement training plans.

Skills

People management

Leadership

Customer service

Education

Associate degree

Bachelor’s degree equivalent

Job description

Must be in the Chicago, IL area to be considered for this role.

Join the industry leading Smart Care Equipment Solutions team as a Service Manager in the Chicago market.

The Service Manager partners with the Operations Director managing the business within a district to achieve sales and profitability budgets. 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 work force flow, scheduling issues, vacation schedule, and the emergency service schedule for weekends and evenings
• Daily work with dispatchers on technician scheduling, service efficiency, schedule adherence, and contracted service completion
• Participate in New Technician on-boarding and implementing/executing a training plan
• Coach and empower Technicians to own their results and provides the tools and resources to achieve them
• Identifies the potential in an individual and aligns development activities to their abilities and talents
• Manage technician performance through coaching and direction under the direction of the Operations Director
• Review district performance with the Operations Director monthly to identify needed improvements to achieve sales and profitability budgets
• Work with Parts Department on parts issues, shipping, and delivery.
• Actively builds 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
• Position would be remote however in field with techs 2 to 3 days per week, Travel required, most of the technicians are in the Chicago area

Basic Qualifications

Must meet one of the following:

• Associate degree and two years 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 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 Equipment Solutions

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].

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.