Assistant Service Manager

Tolin Mechanical Systems Company•Denver, CO

11d•$70,000 - $85,000

About The Position

About Tolin Mechanical Founded in 1948 in Denver, Colorado, Tolin Mechanical is a trusted HVAC contractor with locations across Colorado, Arizona, and the Mid-Atlantic. Our team is made up of skilled engineers, HVAC technicians, sales, operations, and support staff who take pride in delivering high-quality service. We provide centralized support from our Denver headquarters, so our field teams can focus on doing what they do best—solving problems and keeping clients comfortable. Learn more at www.tolin.com Position Overview 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.