Assistant Service Manager

Assistant Service Manager

Anritsu is a leader in industrial quality assurance / inspection & detection equipment including X-ray, metal detection, and checkweighers. Anritsu provides vital industrial machines to the food and pharmaceutical industries to support compliance, profitability, and safety.

Summary / Objective

The Assistant Service Manager is responsible for the day-to-day operational execution of the service organization, overseeing Field Service operations, Parts, Scheduling, and Customer Service functions. This role ensures service standards, processes, and workloads are executed consistently across regions while enabling field leaders to focus on technical leadership, coaching, and customer outcomes.

The Assistant Service Manager serves as the primary operational escalation point, manages cross-functional coordination, and owns the removal of administrative and process bottlenecks impacting service delivery. This role is critical to maintaining scalability, efficiency, and customer satisfaction as the service organization grows.

Operational Leadership & Execution

• Oversee daily service operations across field service, parts, scheduling, and customer service
• Ensure service requests, projects, and parts fulfillment flow efficiently and in alignment with service standards
• Function as the first point of escalation for operational bottlenecks, resource conflicts, and workflow issues
• Monitor workload distribution, responsiveness, and execution across regions
• Drive consistent implementation of policies, procedures, and service processes

Field Service & Supervisor Enablement

• Provide operational oversight and support to Regional Service Supervisors
• Remove administrative and process burdens that limit supervisors’ ability to coach, develop, and lead teams
• Partner with supervisors to ensure field execution aligns with company standards, safety, and customer expectations
• Support resolution of escalated customer issues requiring cross-functional coordination
• Ensure proper follow-through on corrective actions and improvement plans

Scheduling, Parts & Customer Service Oversight

• Oversee service scheduling, prioritization, and coordination to optimize field utilization and response time
• Ensure parts coordination, shipping, and logistics support service execution without delays
• Monitor customer service activities including order processing, documentation, billing support, and reporting
• Ensure accuracy and completeness of service documentation and customer deliverables
• Drive alignment between scheduling, parts, and field teams to eliminate handoff failures

Process Standardization & Continuous Improvement

• Drive standardization of operational processes across regions
• Identify inefficiencies, recurring gaps, and root causes impacting service delivery
• Implement process improvements in collaboration with Service Operations Manager
• Ensure consistent and effective use of CRM, service tracking, and reporting tools
• Track operational KPIs related to service execution, responsiveness, and backlog management

Escalation & Customer Issue Management

• Serve as the primary escalation point for service-related operational issues
• Coordinate cross-functional responses to high-impact customer situations
• Support customer communication and resolution planning as needed
• Ensure escalations are documented, reviewed, and leveraged for systemic improvement

Team Leadership & Development

• Provide leadership, direction, and performance management for direct reports
• Support training, onboarding, and role clarity across scheduling, parts, and customer service functions
• Foster collaboration, accountability, and continuous improvement within the operations team
• Ensure roles and responsibilities remain clear as the organization grows

Competencies

• Operational Leadership
• Service Execution Management
• Process Optimization
• Cross-Functional Coordination
• Decision Making
• Customer Focus
• Problem Solving & Root Cause Analysis
• Organization & Time Management
• Clear and Effective Communication

Additional Eligibility Qualifications

• Minimum of 7–10 years of experience in service operations, field service leadership, or technical service environments
• Demonstrated experience managing multi-function service teams (field, parts, scheduling, customer service)
• Strong understanding of field service workflows and operational dependencies
• Ability to manage multiple priorities in a fast-paced, customer-facing environment
• Proven ability to identify and resolve process and execution gaps
• Strong communication skills with both technical and non-technical stakeholders
• Proficient in Microsoft Office and CRM/ERP systems
• Experience in regulated or technical equipment environments preferred

Supervisory Responsibility

This position has direct supervisory responsibility for assigned operational personnel and indirect influence across the Field Service organization.

Work Environment

This job operates in a professional office environment, warehouse environment and customer plants. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position is active at times and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

Travel

This role is primarily office-based. The noise level in the office environment is typical of a professional workplace.

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 Anritsu Infivis Inc. is an Equal Opportunity Employer M / F / Disability / Veteran