Associate District Manager

Smart Care Equipment Solutions•San Francisco, CA

12d•Onsite

About The Position

The Associate District Manager partners with the District Manager in managing the business within a district to achieve sales and profitability budgets. This role involves managing and developing a team of Service Technicians to deliver top-quality customer service and ensuring service delivery excellence by working directly with Service Technicians, Dispatchers, and Customers. The focus is on workforce management, reviewing service delivery metrics, determining root causes of customer disputes, addressing operating expense inefficiencies, and supporting Technician development opportunities. As leaders, ADMs are involved in recruiting, selecting, coaching, motivating, and managing the performance of their team.

Requirements

Must meet one of the following: Associate degree and two years of Smart Care or people management experience.
A combination of Smart Care experience, people management or education experience equivalent to a Bachelors’ Degree (1.5 years’ experience = 1 year post-secondary education).
Must have a valid driver’s license and acceptable Motor Vehicle Record.

Nice To Haves

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.

Responsibilities

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.
Review technician timecards for accuracy; make adjustments in accordance with work rules and state law, and meet weekly payroll deadline.
Execute and manage all safety initiatives in the field.
Participate in new technician on-boarding and implementing/executing a district 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 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 builds strong relationships with key stakeholders in the customer's organization.
Proactively works to manage customer relationships to effectively solve issues and demonstrate value.
Actively participate in service vehicle inventories and implement action plans for compliance issues with District Manager direction.
Work with division fleet manager to maintain accurate district fleet information.
Annual, quarterly, monthly and daily workforce planning including Paid Time Off planning, vacation buy-back program, and attendance policy adherence.