Head of Customer Service (Remote)

Join the industry leading Smart Care Equipment Solutions team as a Service Manager in the Los Angeles 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.

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
• 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

Utilize your managerial and leadership skills to support and lead a high-performing team

• Become part of a field service support management team with advancement opportunities
• Position would be remote however in field with techs 2 to 3 days per week, Travel required, most of the technicians are in the Los Angeles, San Diego area

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
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.

• About Smart Care Equipment Solutions:
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.
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. 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 View email address on click.appcast.io.