Assistant Service Manager (SFIE)

Servco Pacific Inc.•Honolulu, HI

4d•$42,000

About The Position

The Assistant Service Manager (SFIE) assists the Service Manager in leading the daily operations of our forklift and industrial equipment service department, including scheduling, dispatching, and customer communication, to ensure customer needs and requests are addressed promptly. This individual will also assist with the development and implementation of initiatives that will ensure a profitable and efficient service department.

Requirements

High school diploma or equivalent
Minimum of three years in service consulting, sales, and/or service dispatching work with experience in a business-to-business or customer-facing position.
Valid Driver’s License and clean driving record
Basic computer proficiency and Microsoft Office programs.
Proficient with dealer management systems.
Excellent phone, verbal, and communication skills.
General mechanical repair knowledge gained through work experience or education.

Responsibilities

Diligently answer inbound service calls, respond to service voicemails, and make outbound follow-up service calls.
Promptly schedule service appointments for customers.
Work as a liaison between our technicians and customers to provide them an understanding of the work that needs to be completed on their equipment.
Provide accurate cost and time estimates and obtain customer’s approval for service recommendations to be completed.
Assist with scheduling and dispatching work to technicians to optimize available technicians’ daily workload.
Monitor work-in-progress, keep the customers informed of status, and resolve service-related issues.
Assist with completing service invoices including retail customer, internal, and sublet work in dealer management system.
Assist with processing fleet and warranty service claims through fleet service portals.
Assist with booking travel accommodations for technicians dispatched for neighbor island work.
Support the identification and implementation of process improvements to enhance service efficiency and customer satisfaction.