Head of Client Support Services

Job DescriptionSummary of the Job:The Service Manager partners with the District Manager, managing the business within a district to achieve sales and profitability budgets. They manage service delivery excellence by working directly with Service Delivery Specialists and District Managers. 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.What You Will Do:Manage daily workforce flow, scheduling issues, vacation schedule, and the emergency service schedule for weekends and eveningsWork daily with dispatchers on technician scheduling, service efficiency, schedule adherence, and contracted service completionParticipate in new Service Delivery Specialists (SDS) onboarding and implementing/executing a training planCoach and empower Technicians to own their results and provide the tools and resources to achieve themIdentify the potential in an individual and align development activities to their abilities and talentsManage technician performance through coaching and direction under the direction of the District ManagerReview district performance with District Manager monthly to identify needed improvements to achieve sales and profitability budgetsWork with Parts Department on parts issues, shipping, and delivery.Actively build strong relationships with key stakeholders in the customer's organizationProactively works to manage customer relationships to effectively solve issues and demonstrate valueWhat is in it For You:Utilize your managerial and leadership skills to support and lead a high-performing teamDevelop your skills in leading a workforceBecome part of a field service support management team with advancement opportunitiesCompetitive salary and benefitsAccess to best-in-class resources and technologyThis position will be in Fishers, IndianaBasic Qualifications:Must meet one of the following:Associate degree and 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 be able to read and write in EnglishImmigration sponsorship is not available for this rolePreferred Qualifications: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 CareSmart 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.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.