Manufacturer Support Team Lead

As a Manufacturer Support Team Lead, you will serve as a point of guidance and support for Manufacturer Support Representatives, helping them provide excellent service to our manufacturer partners. You'll assist in day-to-day work direction, help with training, and ensure team members have the resources they need to succeed. In this role, you'll collaborate closely with leadership to identify and escalate service or personnel concerns and assist in coordinating key manufacturer-driven initiatives and projects.

Key Responsibilities

• Support day-to-day operations to ensure smooth and efficient request management and execution
• Monitor and evaluate operational processes to identify areas for improvement and implement best practices
• Working closely with team's manager to facilitate any necessary team changes or observed needs
• Handle escalations, ensuring timely resolutions thereby establishing and maintaining manufacturer relationships
• Ensuring manufacturer service requests are being handled in accordance to the SLA goal's
• Monitor key performance indicators (KPIs) for areas to improve
• Running manufacturer project/programs to include
  • Receive preventive maintenance (PM) and startup work orders from customers and confirming scope of work and pricing
  • Create new work orders in IFS including all necessary details
  • Work with Smart Care dispatch teams and technicians to schedule and complete work orders
  • Communicate schedule of upcoming PMs and startups to customer contacts
  • Follow up with customers as well as Smart Care field teams and billing to ensure work orders are completed and billed in a timely manner

BasicQualifications

• 4+ years of experience in customer service, dispatch, and/or restaurant management
• Ability and willingness to work in a fast-paced environment and adapt to changing manufacturers' needs and expectations

• Extreme proficiency with Microsoft Excel and aptitude for business systems
• Strong organizational and time management, and problem-solving abilities that enable effective multitasking and task prioritization

Preferred Qualifications

• Previous experience in key account management
• Experience with working in ticket management systems

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.