As a District Manager you are responsible for providing market leadership by hiring, managing and developing associates to maximize productivity, billing utilization, profitability, and customer service delivery. This position plays the lead role in driving customer relationships and delivering local market achievement against Smart Care’s financial objectives through ethical and sound business practices. The District Manager II establishes and executes specific plans for driving new sales, as well as, coordinating the rollout and service of new chain accounts.

The District Manager will develop and implement solutions designed to enable Smart Care to scale to its growth ambition. The person in this role will have two areas of focus:

• Technician Retention: The primary focus of this role will work in a Field leadership position with a group of technicians (up to 20) and Dispatchers to execute great service and communication to customers. The ability to build a team environment and being present (in person) with technicians in the field. Additionally, this role will be responsible to recruit and retain technicians locally. Performance metrics will be linked to customer (e.g. response time, days to close calls, etc.), business (Technician productivity, utilization, etc.) facing outcomes and specifically retaining technicians.
• Customer Retention: The person will be responsible to visit key customers on a regular defined basis. In addition, they will execute on new customer launches and visiting customers at risk to ensure customer retention is aligned to Smart Care Goals. Ultimately, this District Manager will be responsible to drive high consistent single digit growth in sales and double-digit growth in EBITDA.

Main Responsibilities

• Full responsibility for P&L management
• Improved customer and technician retention
• Achieve targeted sales, productivity, utilization, and EBITDA goals
• Grow and retain market share through management and delivery of premier customer service through daily management
• Significant face-to-face time with customers; building relationships and driving customer retention
• Ensures adherence to company policies, procedures, and objectives within the district.
• Oversees talent acquisition, development, retention and engagement within the division
• Utilize local sourcing and recruiting to identify candidates for future technician openings

Basic Qualifications

• Bachelor’s Degree or commensurate experience
• 8-10 years of managerial/supervisory experience with 5 or more in a service-related industry
• 2 or more years of previous P&L ownership and responsibility
• 3 or more years of customer relationship development and management experience
• Previous P&L accountability (minimum $3 Million responsibility)
• Track record of success leading 15+ Technicians
• Through understanding of call to cash process (i.e. sales, customer care, dispatch, service, supply chain, billing, etc.)
• First-hand experience developing and implementing service app and dispatch systems
• Key skills include: Team player and contributor, Proven ability to cultivate highly productive, collaborative relationships with internal sales teams, cross functional stakeholders, and channel partners, Clear and direct communication style; comfortable getting and giving feedback (i.e. good listener) up, down, and across the organization, Drives accountability of safety policies related to driving and on-site work
• Must be able to travel 50-75%
• Previous experience in foodservice or equipment repair industry
• Willingness to travel within the market spending significant time with current and potential customers
• Valid driver’s license and acceptable motor vehicle record (2-year history)

Preferred

• Previous experience managing a decentralized service workforce
• Previous experience managing direct customer relationships
• Excellent interpersonal and communication skills including sales ability
• Demonstrated experience developing strategic growth and service initiatives
• Multi-unit restaurant management or technical field operations management experience
• Excellent communication skills
• Demonstrated problem solving and decision-making skills in a fast-paced environment
• Demonstrated selection, hiring, and team development skills
• PC skills including MS Office

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.