Associated Service Manager

Smart Care Equipment Solutions•Brooksville, FL

About The Position

This position is a support role, partnering with the Regional Service Manager to oversee regional service operations, focusing on technician performance, customer satisfaction, and operational efficiency. You’ll take ownership of key service processes, workforce planning, customer issue resolution, and team development—all while contributing to our high standards of service delivery excellence. 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.

Requirements

Associate degree and 2 years of people management experience OR A combination of Smart Care experience (1.5 years of experience), people management (1 year of experience)
Proficient with Google and Microsoft office Suite products (Excel, PowerPoint, Word)
Excellent organizational, communication and leadership skills, including a demonstrated ability to lead multi-discipline teams and motivate others
Ability to interface with cross-functional teams and all levels of personnel/management
Strong problem solving and analytical skills
Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)
Solid organization and time management skills
Effective verbal and written communication skills
Ability to think and act strategically and proactively
Strong writing and presentation skills
Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment
Capability to pass background checks and initial drug screening
Valid driver’s license
Ability/willingness for local travel.
Standby and on-call duty is required, and the individual must be able to respond to the facility within one hour.

Responsibilities

Service Field Technician coordination: Coordinate workforce flow, technician scheduling, vacation and emergency service coverage.
Partner with dispatch to drive schedule adherence, maximize service efficiency, and ensure contracted services are fulfilled on time.
Participate in onboarding and training plans for new Service Technicians.
Identify coaching and learning opportunities for technicians to improve performance and take ownership of results.
Responsible for plan and follow through of Field Technician call closeout (any calls unable to be completed onsite).
Oversee technician training schedules and suggest LMS (Learning Management System) enhancements.
Liaise with the Parts Department to resolve shipping, availability, and delivery issues.
Will be responsible for the portal engagement for key customers as identified by the Regional Service Manager.
Build and maintain strong relationships with key customer stakeholders and serve as the market point of contact.
Attend customer meetings as market point of contact: Develop technician and dispatch processes as needed for improved SLA.
Attend customer meetings to present and review KPIs, service quality, and areas for improvement semi-monthly.
Own and support customer-facing and internal projects, including: Tech call closeouts and real-time estimate review/submissions Work order review and billing reconciliation (OT capture, service fees) Equipment inventory and asset tracking PM kit forecasting and management Liaison with billing to ensure total value capture Market sub-agent relationship management and territory ownership.
Manage subcontractor (subagent) relationships and regional territory assignments.
Perform any other duties assigned by manager(s)
Perform all duties with integrity, safety and a professional mentality
Promote a positive and inclusive work/team environment
Communicate all program deficiencies and improvements
Report all non-conforming work
Ensure effective communication
Demonstrate discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information
Foster collaboration and communication