Assistant Service Manager

Purpose:

The Assistant Service Manager supports the daily operations of the Service Department by coordinating service work, managing the work order process, and helping deliver a positive customer experience. This role assists with scheduling service work, communicating with customers, monitoring job progress, and ensuring work orders are completed accurately from creation through invoicing. The Assistant Service Manager works closely with technicians, customers, and other departments to support efficient service operations and department performance.

Responsibilities:

• Support the Service Manager in maintaining a consistent flow of service work and delivering a high level of customer service.
• Coordinate, schedule, and assign service work based on technician skills, availability, and workload.
• Monitor the progress of service jobs and help resolve scheduling or workflow issues that may impact efficiency or customer satisfaction.
• Manage the work order lifecycle, including opening work orders, reviewing documentation, and preparing completed work orders for customer billing.
• Review work orders for accuracy, completeness, labor documentation, and correct parts usage prior to invoicing.
• Prepare accurate and professional customer invoices using established job codes, estimates, and department procedures.
• Communicate with customers regarding service estimates, scheduling, work status, and completion timelines.
• Respond to internal and external customer inquiries related to service department activities.
• Coordinate equipment pick-up and delivery activities and ensure applicable charges are processed according to company procedures.
• Maintain service department records, files, and equipment documentation.
• Partner with warranty administration personnel to support timely submission of warranty and product improvement claims.
• Support the management of work-in-process (WIP) and other operational performance measures established by the department.
• Work with technicians and other resources to improve job efficiency and workflow.
• Coordinate with the Transportation Department to maintain vehicle maintenance records and support regulatory compliance requirements.
• Provide day-to-day work coordination and support to technicians as directed by the Service Manager.
• Maintain positive working relationships with customers, coworkers, and business partners.
• Contribute to a culture of teamwork, accountability, continuous improvement, and customer service.
• Perform other job-related duties as assigned.