VP - Operations (East)

The Vice President, Service will be responsible to head a large, regional and multi-layered remote service workforce and customer service/dispatch center to meet or exceed customer expectations.  This role will be responsible for Smart Care’s Eastern US region and is critical to the success and scale of the company.

What’s In It For You

• Be a key member of a high performing extended leadership team.
• Operate at both tactical and strategic levels.
• Develop a vision for your organization and deliver on the concept “How to Make our Service Great”.

What You Will Do

Safety

• Responsible for setting Safety and Operational Excellence expectations for his/her organization
• Implements efficiency improvements and promotes and leads employee safety program standards.

Improve Service Delivery

• Develops, measures and reports regularly on customer service delivery KPIs/dashboards.
• Sets the vision for operational priorities across services for the organization. Leads strategic and tactical operations deliverable through others to ensure operational excellence standards are met.
• Ensures that customers are satisfied and that any inquiries, incidents and issues are resolved in a timely manner.
• Focuses on technician retention, builds a culture of technician retention and proactively recruits to build bench strength within the organization.
• Creates and implements a culture of consistent accountability to deliver against defined KPIs.
• Identifies any gaps in talent and upgrades key roles in the field service leadership group – all while developing a self-sustaining culture of excellence.
• Leads implementation and continuous improvement associated with Smart Care Operation Systems
• Ensures that best practices are shared between the field team members.
• Provides progress updates to the Board of Directors meetings as required.

People Leadership

• Responsible for leading, developing and coaching direct reports while building Smart Care culture/values.
• Conducts ongoing performance reviews and career development sessions; acts as a role model to promote effective talent development.
• Accountable for workforce planning with key focus on coaching leaders and ensuring effective people practices are in place across the operations organization including successful employee on-boarding, employee engagement, performance management, recognition, development and coaching.
• Leads and implements systems and processes to main tain a highly engaged workforce.
• Holds direct reports accountable for actively addressing engagement issues and identifies/leverages best practices in engagement.

Strategic Thought Leadership

• Ability to lead new acquisition oversight and P&L management on Day 1; collaborating with the integration team to integrate businesses long term at the right pace.
• Develops industry presence and visibility as a leader in the service delivery.
• Enhances Smart Care’s position in field service repair.
• Identifies forward thinking opportunities to accelerate growth and scale, as needed.
• Identifies how technology will influence and enhance our customer and technician experience.

Full P&L Ownership

Minimum Qualifications

• 15 – 20 years of experience in operations with senior team experience.
• 10+ years’ experience managing people within a technical services business.
• Results oriented and proven leader in a business approaching $150 - $200 million in revenue.
• Strong business acumen and proven track record in achieving financial and operational results.
• Demonstrated ability in planning, prioritizing competing priorities, budgeting, reporting, and financial analysis.  Ability to measure productivity, control process improvement and enhance quality.
• Prior managerial responsibility for multiple sites and P&L responsibility.

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.