Assistant Service Manager

Purpose:

The Assistant Service Manager supports the Service Manager in overseeing the daily operations of the Service Department with a focus on operational efficiency, customer satisfaction, team leadership, and financial performance. This role plays a key part in developing service staff, managing workflow, and ensuring a safe, customer-centric environment. The Assistant Service Manager collaborates across departments to help meet customer needs and drive service-related sales.

Essential Functions:

Leadership & Team Support:

• Assist in training and coaching Service Technicians and service staff.
• Support the execution of regular service team meetings to promote alignment and growth.
• Reinforce safe and productive work habits.

Employee Performance & Workflow Management:

• Help assign daily tasks and monitor work quality to meet service standards.
• Support labor tracking, work order efficiency, and performance monitoring.

Customer Service Excellence:

• Act as a liaison between customers and service personnel to ensure clear communication and high satisfaction.
• Assist with managing customer concerns and providing timely solutions.

Financial Support & Operational Oversight:

• Help monitor service department profitability through effective scheduling and job costing.
• Support warranty processing and internal work orders.
• Help control departmental expenses and reduce waste.

Operational Efficiency:

• Aid in scheduling jobs to maximize technician productivity and minimize downtime.
• Ensure proper resource utilization and adherence to service timelines.

Safety & Compliance:

• Promote and uphold safety procedures in all service-related tasks.
• Participate in safety training and audits as directed by the Service Manager.

Cross-Department Collaboration:

• Coordinate with Parts, Sales, and other departments to support service delivery and upsell opportunities.

Non-Essential Functions:

• Recommend process improvements to boost departmental efficiency.
• Participate in company events, training, and outreach activities to support business and brand goals.

Minimum Qualifications:

Experience:

• 3 years of experience in service or mechanical roles, preferably in heavy equipment.
• Prior leadership or supervisory experience is preferred.
• Authorized to work in the United States.

Leadership Skills:

• Ability to support and motivate teams in a fast-paced, technical environment.
• Strong interpersonal and mentoring skills.

Customer Service Orientation:

• Committed to delivering outstanding service and maintaining customer relationships.

Financial & Technical Acumen:

• Understanding of service operations, labor tracking, and budget awareness.
• Proficiency with Microsoft Windows and service/inventory management systems.

Physical Requirements:

• Able to lift up to 50 lbs.
• Must be comfortable with occasional outdoor equipment inspections and moderate physical tasks.

Communication Skills:

• Strong verbal and written communication with the ability to interact with staff, customers, and management in English.

Additional Information:

This is an Exempt, safety-sensitive position.

This job description outlines the core responsibilities of the Assistant Service Manager but is not all-encompassing. The company reserves the right to revise this role as business needs evolve. Performance will be measured by contributions to departmental efficiency, team development, and customer satisfaction.