Senior Service Manager

Summary of the Job:

The Senior Service Manager is responsible for leading the operational, financial, and customer service performance of multiple service regions while providing leadership and development to Service Managers, Service Technicians, and support personnel. This position oversees regional profitability, workforce management, customer retention, safety compliance, and service execution to ensure exceptional customer experience and achievement of company goals. The Senior Service Manager serves as a strategic business partner focused on operational excellence, employee engagement, and sustainable growth.

A Day in the Life:

The Senior Service Manager provides strategic leadership and operational oversight for multiple service regions to ensure safe, efficient, and profitable operations.

• Lead, coach, mentor, and develop Service Managers and service teams across assigned territories.
• Foster a positive team environment while maintaining visibility and engagement with managers, technicians, and support personnel.
• Maintain full responsibility for multi-region profit and loss (P&L) performance, budgeting, forecasting, and achievement of EBITDA goals.
• Drive operational excellence through effective workforce planning, technician utilization, scheduling, and resource management.
• Oversee regional payroll processes and labor utilization programs.
• Establish and monitor key performance indicators related to productivity, customer service, profitability, utilization, and employee performance.
• Partner with recruiting and operational leadership to interview, hire, and onboard management and technical personnel as needed.
• Conduct annual performance reviews and implement coaching and performance improvement plans when necessary.
• Improve customer and employee retention through proactive engagement and relationship management.
• Develop and maintain strong relationships with key customers and strategic accounts.
• Resolve escalated customer concerns and ensure timely, effective communication and issue resolution.
• Monitor market performance and implement strategies to grow market share while delivering premier customer service.
• Oversee service scheduling, dispatch operations, and allocation of technicians, equipment, and vehicles to meet customer needs.
• Ensure consistent operational processes, procedures, and service standards across multiple regions.
• Coordinate communications among field personnel, management, customers, and support departments.
• Review and maintain service records, work orders, inventory information, expenses, and operational reporting utilizing ASCENT Software and other company systems.
• Determine personnel, equipment, materials, and vehicle requirements based on customer demands and business objectives.
• Review operational metrics and financial reports to identify trends, risks, and continuous improvement opportunities.
• Ensure adherence to company policies, procedures, objectives, and regulatory requirements.
• Promote workplace safety and enforce safe work practices and accident prevention procedures.
• Provide leadership support during emergency service situations, operational disruptions, and critical customer escalations.
• Participate in weekend dispatch rotation and after-hours support as required.
• Assist as a technical and operational resource for Service Managers and Lead Technicians.
• Lead strategic initiatives, process improvements, and operational excellence programs within assigned territories.
• Perform any other duties assigned by manager(s).
• Participate in and lead training for career development, safety, and maintaining required certifications.
• Conduct and support client engagement activities to strengthen relationships with clients and increase understanding of their needs.
• Must be able to manage customer portals in real time.

Organizational Core Competencies:

• Perform all duties with integrity, safety, and professional mentality
• Promote a positive and inclusive work/team environment
• Communicate all program deficiencies and improvements
• Report on 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:

• High School Diploma or GED required.
• Bachelor's Degree in Business Administration, Operations Management, Engineering, Technical Services, or a related field preferred.
• Equivalent combination of education, leadership experience, and industry experience may be considered.

Years of Experience:

• 7+ years of experience in field service operations, technical service management, operations management, or a related industry required.
• 3+ years of experience managing multiple locations, regions, or business units preferred.
• 3+ years of experience leading managers, supervisors, technicians, or cross-functional teams required.
• Demonstrated experience managing P&L performance, budgeting, forecasting, and business metrics required.
• Experience with dispatch operations, workforce planning, customer relationship management, and service delivery preferred.

Systems:

• Proficient with Google Workspace and Microsoft Office Suite products (Excel, PowerPoint, Word, Outlook).
• Experience using service management, dispatching, and workforce management systems.
• Experience with ASCENT Software preferred.
• Familiarity with ERP, CRM, and reporting systems preferred.
• Experience with Workday or similar Human Resources Information Systems preferred.

Licensures/Training Requirements:

• Be eligible for Professional Registration
• OSHA 30 training preferred
• Leadership development and management training preferred.
• Industry-specific certifications applicable to service operations are a plus.
• Ability to maintain required company and customer site certifications.

Soft Skills:

• Excellent organizational, communication, and leadership skills, including a demonstrated ability to lead multi-disciplinary teams and motivate others.
• Strong customer relationship management and conflict resolution abilities.
• Ability to interface with cross-functional teams and all levels of personnel and management.
• Strong financial acumen and business decision-making capabilities.
• Strong problem-solving and analytical skills.
• Able to work independently while managing multiple priorities and competing demands.
• Solid organization and time management skills.
• Effective verbal and written communication skills.
• Ability to think and act strategically and proactively.
• Strong presentation, coaching, and mentoring skills.
• Resourcefulness, flexibility, and resiliency to operate in a dynamic and fast-paced environment.

Schedule/Essential Physical Functions Disclaimer as applicable:

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 disabilities to perform the essential functions.

• Regular work schedule is generally Monday through Friday, 7:00 a.m. to 5:00 p.m.; flexibility is required based on operational needs.
• Weekend dispatch coverage and after-hours support may be required.
• Ability to travel between regional locations, customer sites, and company facilities as needed.
• Sitting for extended periods of time (3-4 hours).
• Working in front of computer screens for up to 8-10 hours per day.
• Ability to stand, walk, bend, stoop, and reach as necessary during site visits.
• Must have the ability to lift up to 50 pounds occasionally using company-provided equipment and proper lifting techniques.
• Ability to safely navigate customer facilities, warehouses, service centers, and office environments.

Travel:

• Ability and willingness to travel regularly within assigned regions.
• Occasional overnight travel may be required.
• 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
• Commitment to following all company safety policies and procedures.
• Ability to comply with customer-specific site safety requirements.

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].