Assistant Service Manager

LECO Corporation•St. Joseph, MI

20d•Onsite

About The Position

LECO is seeking an Assistant Service Manager to support the National Service Manager in leading the National Field Service team. The role provides functional leadership and operational guidance to Field Service Engineers and Field Service Support personnel, serves as the primary management escalation point for customer concerns, and promotes customer satisfaction, service quality, employee development, and operational efficiency. The Assistant Service Manager maintains working proficiency in Service Scheduler and Service Operations Assistant functions to provide occasional backup coverage when needed, while keeping a primary focus on management responsibilities. The position exercises independent judgment within established policies and delegated authority. Final authority over matters such as hiring, termination, compensation, promotion, formal discipline, and material financial concessions remains with the National Service Manager or other authorized company representatives unless formally delegated. Schedule: Full time, 8:00 a.m.–5:00 p.m., Monday–Friday. LECO is a family-owned company based in St. Joseph, Michigan, with over 90 years of experience developing and producing laboratory instruments.

Requirements

Associate’s degree in a technical, business, engineering, or related field, or an equivalent combination of relevant education, training, and experience.
Experience in field service, technical support, analytical instrumentation, laboratory equipment support, customer service, or related service operations.
Demonstrated leadership, coaching, mentoring, supervisory, project leadership, or workforce management experience.
Experience resolving customer concerns and coordinating work across multiple departments.
Understanding of technical service operations and customer service requirements for technical products or equipment.
Strong communication, interpersonal, analytical, problem-solving, organizational, and decision-making skills.
Ability to manage competing priorities, work effectively with geographically dispersed teams, and remain professional during challenging customer or employee interactions.
Proficiency with Microsoft Office and related business applications, with the ability to learn company-specific software and systems.
Commitment to customer service, safety, quality, accurate documentation, confidentiality, and continuous improvement.

Nice To Haves

Bachelor’s degree in Business, Engineering, Technical Management, or a related discipline.
Experience with LECO analytical instrumentation, laboratory equipment, industrial equipment, or comparable technical products.
Experience supporting a geographically dispersed or nationwide Field Service Team.
Experience with ISO-regulated quality management systems, operational metrics, and process improvement initiatives.
Previous supervisory or service management experience.

Responsibilities

Provide day-to-day leadership, coaching, mentoring, and operational support to Field Service Engineers and Field Service Support personnel.
Participate in recruiting, interviewing, onboarding, training, employee development, and performance improvement activities.
Promote accountability, teamwork, safety, customer focus, continuous improvement, and adherence to company policies and procedures.
Serve as the primary management escalation contact for customer complaints, service concerns, and complex service issues.
Investigate customer concerns, identify contributing factors, coordinate corrective actions, develop recovery plans when appropriate, communicate commitments, and monitor resolutions through completion.
Coordinate cross-functional support and escalate significant financial, contractual, legal, safety, or other matters beyond delegated authority.
Guide Field Service Engineers on service reports and documentation to support accuracy, completeness, consistency, and compliance with company standards.
Monitor service backlog, response performance, customer satisfaction, repeat service activity, workforce utilization, and other service performance metrics.
Identify trends, operational risks, recurring deficiencies, and improvement opportunities; recommend corrective and preventive actions to management.
Support development and implementation of standard operating procedures, service best practices, training improvements, and initiatives that improve service quality and operational efficiency.
Assist the Service Scheduler in prioritizing service requests, installations, preventive maintenance, upgrades, repairs, and customer requirements when needed.
Collaborate with Technical Support, Training, Product Specialists, Engineering, Parts, Manufacturing, Quality, Sales, and other departments to resolve issues and fulfill customer commitments.
Review service-related billing disputes, expenses, credits, customer accommodations, maintenance agreement obligations, warranty matters, and related operational risks within delegated authority.
Communicate field trends, customer needs, and operational challenges to the National Service Manager and appropriate department leaders.
Support compliance with company policies, safety and quality requirements, ISO procedures, and applicable documentation standards.
Maintain records of customer complaints, service resolutions, corrective actions, and other activities within the role’s responsibilities; support audit readiness and assigned compliance activities; protect confidential information.
Maintain working proficiency in Service Scheduler and Service Operations Assistant responsibilities through cross-training and periodic participation in applicable processes.
Provide occasional designated backup coverage for scheduling, maintenance agreement coordination, and related operational functions during absences, vacancies, staffing disruptions, or unusually high workload; follow established procedures, approval limits, and internal controls.
Support departmental procedure documentation, cross-training, and continuity planning; coordinate priorities with the National Service Manager when needed.
Maintain knowledge of company products, systems, procedures, and service practices.
Perform other related duties as assigned by the National Service Manager.