Service Delivery Specialist - Sub Agent Network

Service Delivery Specialist - Sub Agent Network

Location: Fishers IN

Company Overview

Smart Care Equipment Solutions is the trusted service leader in the commercial kitchen equipment industry. Nationwide thousands of restaurants, hotels, hospitals and schools rely on Smart Care to provide preventative maintenance, service, and repair of commercial refrigeration, cooking, and warewashing equipment.

Position Description

As a Service Delivery Specialist (Dispatcher) you will play an important role in assuring that Service Technicians employed through our Sub-Agent Network (SAN) are delivering service to our customers as effectively as possible. You will act as a problem solver while also providing top-notch customer service to our customers with an assigned base of Sub-Agents in our national network.

Main Responsibilities:

• Effectively route SAN technicians to service calls maximizing efficiency and productivity using dispatch management tools in a manner that exceeds customer expectations and/or service level agreements
• Serve as the primary point of contact for SAN technicians within a geographic market or specific Sub-Agent
• Facilitate SAN technician performance to maximize productivity and profitability through effective call clustering and routing to control cost, enhance efficiencies and meet commitments
• Effectively manage work in progress including pro-active management of all open service orders that need parts ordered, are in waiting for parts status or have other special requirements
• Build and solidify SAN service technician and customer relationships to increase customer satisfaction and retention
• Review and resolve escalated service issues and find unique and repeatable ways of solving issues

Basic Qualifications:

• High school diploma or equivalent
• 3+ years’ experience in dispatch, customer service and/or restaurant management
• Intermediate experience in Microsoft Office / Window based environment

Preferred Qualifications:

• Ability to learn unique and proprietary software
• Ability to multi-task and prioritize with strong organizational and time management skills
• Ability to work independently with minimal direct supervision
• Excellent verbal and written communication skills
• Previous field service applications experience

About Smart Care Equipment Solutions:

Join the industry’s largest independent service company specializing in preventive and round-the-clock service, repairs and parts for commercial cooking, refrigeration and warewashing equipment. The Smart Care Equipment Solutions team helps service customers across segments in the foodservice industry with scheduled maintenance programs and on-demand equipment repair 24/7/365. As part of the Smart Care team, you will help us partner with our customers to improve their operating efficiency and ensure that they meet the highest food safety and quality standards.

Smart Care Equipment Solutions is an Equal Employment Opportunity/Affirmative Action Employer. Women, minorities, veterans and individuals with disabilities, as well as all other qualified individuals, are encouraged to apply.