Associate Service Manager

Join the industry-leading Smart Care Equipment Solutions team as an Associate Service Manager in the Brooksville Specialty market. In this support role, you will partner 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.

What You Will Do

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

• Market sub-agent relationship management and territory ownership.

• Manage subcontractor (subagent) relationships and regional territory assignments.

Basic Qualifications

Must meet one of the following criteria:

• 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)
• Additionally, candidates must:

• Be proficient in reading and writing in English
• Excellent communication skills
• Proven record of meeting customer needs, quality service delivery, meeting business objectives and deadlines, and the ability to lead a field service team.
• Good decision-making & problem-solving skills when handling challenging situations in a fast-paced environment.

Preferred Qualifications

• Experience in commercial kitchen equipment repair, hospitality, restaurant, or business services
• Proven ability to assess and improve individual and team performance

Strong customer service orientation with a record of meeting service goals

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.