Field Service Manager

Company Overview 

Smart Care is a national 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’s Climate Solutions Business Unit is the trusted service leader in the commercial and industrial refrigeration industry.  Nationwide, leading grocery stores, cold storage facilities and distribution warehouses rely on Smart Care to design, build, maintain and repair commercial refrigeration and HVAC systems.  

Position Description 

The Field Service Manager will lead a team of technicians in support of the territory and its daily operations. This position will provide support for service technicians by providing coaching and training on commercial refrigeration, PM and repair procedures, and techniques as well as customer-facing skills.  In addition, the Field Service Manager will work with technicians to resolve customer issues and may directly perform high level technical work, such as system start-ups and performance tests.   

Main Responsibilities 

• Develop and reinforce a culture of safety; ensure all safety protocols are followed  
• Assisting the management and administration of general business operations for the territory.  
• Provides strategic leadership as well as the day-to-day management of a team of Field Service Technicians 
• Accountable for assisting, leading and directing their assigned territory operations to support ongoing service revenue growth, profitability, productivity, quality, and service levels.  
• Developing, maintaining, and managing a highly technical field service team.  
• Works with the local Dispatch team to ensure effective assignment and utilization of field personnel. 
• Establishes daily service priorities for service teams within assigned territory.   

• Leads service team to achieve excellent customer satisfaction.   
• Coordinates with Parts Manager to ensure Technician vehicles are properly stocked to achieve highest possible first-time solution rate.   
• Manages training through scheduled field visits, in-house training classes, and the development of training material.   
• Manages and reviews the performance of direct reports.   
• Continued employee development and increasing employee retention and engagement activities.  
• May complete and administer performance reviews and performance counseling 

Qualifications:  

• High School Diploma or GED and 4+ years of relevant experience, including supervision OR 1-3 years of relevant experience with a bachelor’s degree   
• Experience effectively managing customer relations dealing directly with customers   
• Ability to effectively demonstrate productivity tools, i.e., Microsoft Office   
• Achieve targets and goals with minimal supervision.   
• Strong communication skills verbal and written   
• Electrical and mechanical service experience   
• Valid driver’s license   

Preferred Qualifications   

• 5-7 years demonstrated proficiency in a field service role   
• Ability to understand financial information such as margins, labor cost, mark-ups,   
• Working knowledge of office operating systems   
• Customer Relations Management /Sales experience   
• Associates degree or prior Service supervisory experience   

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 [email protected].