Senior Service Manager

Smart Care

. Lead operational, financial, and customer service performance across multiple service regions .

Posted 11/12/2026full-timeRemote • Massachusetts • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational leadership, financial management, and customer service excellence across multiple regions. Proven ability to mentor teams, manage P&L performance, and implement strategic initiatives for operational improvement.

Highest-signal resume keywords

P&L ManagementWorkforce Management SystemsCustomer Relationship ManagementBudgeting And ForecastingLeadership And Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Field Service OperationsTechnical Service ManagementBusiness Metrics AnalysisKPI MonitoringOperational Process Improvement

Soft Skills

Organizational SkillsCommunication SkillsProblem-Solving SkillsConflict Resolution AbilitiesCoaching And Mentoring Skills

Tools & Technologies

Google WorkspaceMicrosoft Office SuiteASCENT SoftwareDispatching SystemsWorkforce Management Systems

Certifications & Qualifications

Professional Registration EligibilitySafety Certifications

Industry Keywords

Customer Service PerformanceEmployee RetentionMarket-Share Growth StrategiesOperational Excellence ProgramsSafety Policies And Procedures

About the role

Key responsibilities & impact

Lead operational, financial, and customer service performance across multiple service regions
Lead, coach, mentor, and develop Service Managers and service teams
Manage multi-region P&L performance, budgeting, forecasting, and EBITDA goals
Drive workforce planning, technician utilization, scheduling, dispatch operations, and resource management
Establish and monitor KPIs for productivity, customer service, profitability, utilization, and employee performance
Partner with recruiting and operational leadership to interview, hire, and onboard personnel
Conduct performance reviews and implement coaching and performance improvement plans
Improve customer and employee retention through engagement and relationship management
Develop relationships with key customers and strategic accounts
Resolve escalated customer concerns and manage timely issue resolution
Monitor market performance and implement market-share growth strategies
Oversee allocation of technicians, equipment, and vehicles to meet customer needs
Ensure consistent operational processes, procedures, and service standards across regions
Coordinate communications among field personnel, management, customers, and support departments
Review service records, work orders, inventory, expenses, and operational reports using ASCENT Software and other systems
Review operational metrics and financial reports to identify trends, risks, and 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 during emergency service situations, disruptions, and critical customer escalations
Participate in weekend dispatch rotation and after-hours support as required
Support Service Managers and Lead Technicians as a technical and operational resource
Lead strategic initiatives, process improvements, and operational excellence programs
Participate in and lead training for career development, safety, and required certifications
Conduct and support client engagement activities
Manage customer portals in real time
Travel between regional locations, customer sites, and company facilities as needed

Requirements

What you’ll need

High School Diploma or GED required
7+ years of experience in field service operations, technical service management, operations management, or a related industry required
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
Proficiency with Google Workspace and Microsoft Office Suite products (Excel, PowerPoint, Word, Outlook)
Experience using service management, dispatching, and workforce management systems
Be eligible for Professional Registration
Ability to maintain required company and customer site certifications
Excellent organizational, communication, and leadership skills
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
Ability to work independently while managing multiple priorities and competing demands
Effective verbal and written communication skills
Ability to think and act strategically and proactively
Strong presentation, coaching, and mentoring skills
Resourcefulness, flexibility, and resiliency in a dynamic and fast-paced environment
Flexibility to work based on operational needs, including weekend dispatch coverage and after-hours support
Ability to travel regularly within assigned regions, including occasional overnight travel
Capability to pass background checks and initial drug screening
Valid driver’s license
Commitment to following company safety policies and procedures
Ability to comply with customer-specific site safety requirements

Benefits

Comp & perks

Full-time employment
Company-provided equipment and proper lifting techniques for required lifting tasks
Training for career development and maintaining required certifications
Leadership development and management training opportunities
Ability to maintain required company and customer site certifications
Reasonable accommodations for individuals with disabilities