Assistant Service Manager
About The Position
The Assistant Service Manager supports the Service Manager in the day-to-day operations of the service department, helping ensure smooth service delivery, technician productivity, customer satisfaction, and administrative accuracy. This role focuses on execution, coordination, and follow-through while developing the skills required to step into a Service Manager role in the future. The Assistant Service Manager acts as a bridge between technicians, service coordinators, and leadership, keeping work moving, issues resolved, and standards upheld.
Requirements
- Experience in HVAC, service operations, dispatch, or service coordination preferred
- Strong organizational and follow-through skills
- Ability to communicate effectively with technicians, customers, and internal teams
- Comfort working with operational systems and performance reports
- Demonstrate interest in leadership and service management career growth
- Strong attention to detail and commitment to safety and process compliance
- Over 18 years of age
- High School diploma or GED
- Strong written and verbal English skills
- Valid driver's license with driving record in good standing
Responsibilities
- Assist with daily service coordination, including call flow, scheduling support, and labor load balancing.
- Support management of service calls, appointments, and technician dispatch boards within Great Plains or current ERP.
- Help monitor preventive maintenance status and backlog using Power BI and SSRS reports.
- Assist in tracking and resolving Service Problem Reports (SPRs).
- Support proper setup and administration of service agreements (CSP, C1, C2, and custom agreements).
- Assist with Quick Quotes, renewals, and escalation processes as directed by the Service Manager.
- Serve as a secondary escalation point for customer concerns, helping ensure timely resolution.
- Maintain accurate customer notes and documentation (e.g., site access details, lockbox codes).
- Support proactive customer communication regarding scheduling, PM completion, and service follow-ups.
- Work closely with Customer Service Representatives to ensure customer expectations are met.
- Assist with technician meetings, preparation of agendas/PowerPoint, and follow-up on action items.
- Help monitor technician workloads, backlog, and development needs in coordination with lead technicians.
- Support onboarding activities for new technicians, including system access and process orientation.
- Reinforce company standards, expectations, and service processes in daily interactions.
- Assist with tracking and verification of monthly safety requirements.
- Help ensure Job Hazard Analysis (JHA) forms are completed and properly documented.
- Assist Service Managers with field safety verifications and follow up on corrective actions as needed.
- Assist (as requested) with payroll review and time tracking using Mobile Tech Payroll Editor and Time Track Summary tools.
- Help review service performance, profitability, and labor utilization reports.
- Assist with MURA Purchase Order list and MURA Invoice billing questions.
- Assist with inventory oversight, including shop supplies, tools, uniforms, and parts lockers.
Benefits
- Medical, Dental and Vision Plan
- Life insurance
- Long Term disability
- Flexible Spending Accounts
- 401K Plan
- Profit Sharing based on company performance
- Tuition Reimbursement
- Car allowance
- Company cell phone
- Gas card
- Paid Holidays
- PTO
- Professional training and development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
