Service Manager

Smart Care Equipment Solutions•Rolling Meadows, IL

1d•Hybrid

About The Position

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.

Requirements

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 be able to read and write in English
Immigration sponsorship not available for this role

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
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