Associated Service Manager

Service Field Technician Coordination

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.

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.

Customer Focus

• 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

Organizational Core Competencies

• 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

Education 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)

Systems

• Proficient with Google and Microsoft office Suite products (Excel, PowerPoint, Word)

Soft Skills

• 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

Schedule/Essential Physical Functions Disclaimer

The schedule and essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

• While performing the duties of this job, this position may require the individual to work rotating shifts assignments, weekends, holidays, and overtime as needed. Standby and on-call duty is required, and the individual must be able to respond to the facility within one hour. Some shifts will require working alone

Travel

• Ability/willingness for local travel.
• On-call work and limited weekend travel or work may be required.

Safety/Drug Screening

• Capability to pass background checks and initial drug screening
• Valid driver's license

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. All qualified individuals are encouraged to apply. 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 HR@smartcaresolutions.com.