Service Operations Manager

We are seeking an experienced Service Operations Manager to lead one of our operating companies and drive profitable growth, operational excellence, and exceptional customer satisfaction.

The Service Operations Manager is responsible for the overall performance of the service business, including safety, financial results, customer satisfaction, and team development. This leader will guide Service Managers, Dispatchers, and support staff to deliver high‑quality work and strong business outcomes.

Success in this role requires a blend of leadership, operational expertise, customer relationship management, and the ability to thrive in a fast‑paced, technical service environment.

Key Responsibilities

• Ensure a safe work environment for all Team Members; lead injury‑prevention initiatives and communicate incidents promptly.
• Direct and support Service Managers, Dispatchers, and administrative staff to deliver exceptional customer service and operational performance.
• Manage the Service P&L, ensuring financial health and profitable growth.
• Develop and execute the annual operating plan; collaborate with department heads and controllers on budgeting.
• Uphold company values and maintain the highest level of integrity and policy adherence.
• Coach, mentor, and develop direct reports; lead talent acquisition and retention efforts.
• Build and maintain strong relationships with top customers and general contractors; monitor satisfaction and take corrective action when needed.
• Improve operational processes to enhance productivity and efficiency.
• Oversee large projects and evaluate performance metrics.
• Prepare and deliver quarterly business reviews on operational and financial performance.

Qualifications

• Bachelor’s degree in Business, Engineering, or a related technical/financial field; equivalent experience considered.
• 5+ years of managerial or supervisory experience in a service‑related industry preferred.
• Minimum 2 years of P&L ownership and accountability.
• 3+ years of customer relationship development and management experience.
• Strong interpersonal and communication skills, including sales aptitude.
• Demonstrated success in hiring, developing, and leading technical non‑exempt teams.
• Proven problem‑solving and decision‑making skills in a fast‑paced environment.
• Experience with service applications and dispatch systems.
• Previous experience in HVAC, grocery, foodservice, or equipment repair industries required.
• Willingness to travel within the market to support customers and location managers.

Ability to travel up to 30%.

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].