Dispatch Supervisor and Customer Liaison

Dispatch Supervisor partners with the Field Service Managers and Service Delivery Specialist managing the business within a district to achieve sales and profitability budgets with a focus on Key customer accounts. This individual focuses on workforce management; reviews service delivery metrics, determines root causes of customer disputes, addresses operating inefficiencies, and supports Service Delivery Specialist development opportunities. They responsible for making sure customer needs are being met, thereby driving retention and growth of their assigned portfolio. They will build long-lasting, mutually beneficial relationships with their contacts, always striving to find the services which best fit the needs of the customer.

This will be 100% onsite.

What You Will Do:

• Manage daily work force flow, scheduling issues, vacation schedule, and the emergency service schedule for weekends and evenings.
• Be the primary Smart Care contact for key Account customers.
• Daily work with dispatchers on technician scheduling, service efficiency, schedule adherence, and contracted service completion
• Participate in new Service Delivery Specialists (SDS) on-boarding and implementing/executing a training plan.
• Identifies the potential in an individual and aligns development activities to their abilities and talents.
• Manage technician performance through coaching and direction under the direction of the Field Service Managers
• Review district performance with Field Service Manager monthly to identify needed improvements to achieve sales and profitability budgets.
• Work with Parts Department on parts issues, shipping, and delivery.
• Actively builds strong relationships with key stakeholders in the customer's organization.
• Proactively works to manage customer relationships to effectively solve issues and demonstrate value.
• Proactive and ongoing communication with customers to understand their needs and review existing and new services.
• Builds relationships with customers based on trust and respect seeking to be a 'trusted advisor.
• Works cross-functionally internally to resolve customer complaints / escalations and improves processes and communications to prevent future issues.
• Analyzes customer repair and maintenance data to learn more about customer needs, satisfaction, and growth opportunity areas.
• Participates in quarterly business reviews on Smart Care Horizon Bradco service performance.
• Performs additional duties as directed

Qualifications:

• Associate degree and two years people management experience.
• Effective prioritization and time management with a demonstrated sense of urgency
• Good decision-making & problem-solving skills when handling challenging situations in a fast- paced environment.
• The perfect candidate is required to on-site in Schenectady, NY with up to 50% travel in the market.
• 3-5 years of successful experience in Account Management, Business Development, Inside Sale, Dispatch Supervisor or other customer facing roles

• Commercial kitchen equipment repair, hospitality/hotel, restaurant, or business service industry experience preferred.
• Prior experience monitoring/assessing performance of yourself, other individuals, and organizations to make improvements or take corrective action.
• Proven record of meeting customer needs, quality service delivery, meeting business objectives, and the ability to lead a field service team.
• Excellent verbal and written communication skills.
• Passion to win and motivate a diverse team

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.