Service Manager

Smart Care Equipment Solutions; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Smart Care Equipment Solutions in Fishers, IN seeks a Service Manager who partners with the District Manager to lead a district’s service operations and profitability. You will manage daily workforce flow, dispatch coordination, and onboarding, while coaching technicians to own results and improve service delivery.

The role emphasizes developing talent, optimizing schedules, building customer relationships, and driving district performance to meet budgets.

Qualifications

• Associate degree and two years of people management experience.
• Equivalent to a Bachelor's Degree with 1.5 years of experience equaling 1 year of post-secondary education.
• Must be able to read and write in English.
• Immigration sponsorship not available for this role.

Responsibilities

• Manage daily workforce flow, scheduling issues, vacation and emergency weekend/evening schedules.
• Coordinate with dispatchers on technician scheduling, service efficiency, and schedule adherence.
• Participate in onboarding and training plan execution for new Service Delivery Specialists.
• Coach technicians to own their results and provide tools/resources to achieve them.
• Identify development opportunities aligned to abilities and talents.
• Manage technician performance through coaching under the District Manager guidance.
• Review district performance monthly with the District Manager to hit sales/profit budgets.
• Collaborate with Parts Department on parts issues, shipping, and delivery.
• Build strong relationships with key stakeholders in the customer’s organization.
• Proactively manage customer relationships to demonstrate value and resolve issues.

Skills

People management

Scheduling

Customer relationship management

English literacy

Education

Associate degree or two years of people management experience

Bachelor’s degree equivalent (1.5 years experience = 1 year post-secondary education)

Job description

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 [e-mail].