Regional Service Manager

Smart Care Equipment Solutions

109d

About The Position

Join the industry leading Smart Care Solutions team as a Regional Service Manager in the Northeast markets (Washington, DC; Boston, MA; Philadelphia, PA or New York, NY). The Regional Service Manager partners with the Area manager, managing the business within a district to achieve sales and profitability budgets. The Smart Care Regional Service Manager manages and develops a team of Service Technicians to deliver top quality customer service. They manage service delivery excellence by working directly with Service Technicians, Dispatchers, and Customers. This individual focuses on workforce management; reviews service delivery metrics, determines root causes of customer disputes, addresses operating expense inefficiencies, and supports Technician development opportunities. As leaders in the District, Service Managers help recruit, select, coach, motivate, and manage performance for their team.

Requirements

• Must meet one of the following: Associate degree and at least 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 a valid driver’s license and acceptable Motor Vehicle Record.
• Must be able to read and write in English.

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.
• Reviews technician time cards 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 Operations Manager.
• Review district performance with Operations 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 Operations 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.

Benefits

• Utilize your managerial and leadership skills to support and lead a high-performing team.
• Develop your skills in leading a remote workforce.
• Become part of a field service management team with advancement opportunities.
• Competitive salary and benefits.
• Access to best in class resources, tools, and technology.
• Grow your income as you drive district profitability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees