Assistant Service Manager - Waterloo

Reports To: Service Manager / Branch Manager

The Assistant Service Manager supports the Service Manager in the daily operations of the service department to ensure excellent customer service, efficient repair processes, and high-quality work. This role assists with scheduling, work order management, technician coordination, and customer communication while helping drive overall departmental profitability and productivity.

• Assist in managing the service department workflow to ensure timely completion of repairs and service jobs.

• Support the preparation and review of service work orders, including proper documentation, warranty submissions, and parts ordering.

• Provide clear communication with customers regarding service updates, estimates, and repair timelines.

• Help coordinate technician workloads based on skill levels and job requirements.

• Monitor service department performance metrics and support continuous improvement efforts.

• Assist in managing department scheduling, including shop and field service calls.

• Support warranty and internal claims processes with accurate and timely submission.

• Ensure compliance with safety and environmental standards.

• Step in to lead or supervise in the Service Manager’s absence.

• Promote and maintain a high level of customer satisfaction and employee engagement.

• Help maintain service department cleanliness, organization, and shop tools/equipment.