Job Summary:

Assistant Service Manager

The Assistant Service Manager is responsible for assisting in the daily management of a service department at various locations. They ensure that customers receive excellent service and oversee the work of service technicians, guaranteeing that service requests are completed on time. The Assistant Service Manager also maintains accurate records and documentation of service orders, warranties, and service/maintenance contracts. They are expected to have strong communication and customer service skills, as well as the ability to lead and motivate a team of service technicians. BD and sales support is required while providing quotes and estimates for various projects and repairs. Must be able to work with Project Managers as a support specialist in technical related installs, designs, and support.

Responsibilities

As the Assistant Service Manager, you will play a vital role in ensuring the success of the service division. You will be responsible for:

• Collaborating with the Service Managers on a daily basis to ensure smooth operation of the service division.
• Providing guidance and support to service technicians to help them deliver top-quality service to customers.
• Going above and beyond to ensure customer satisfaction by addressing customer concerns or complaints in a timely and effective manner.
• Keeping a close eye on service orders to ensure they are completed in a timely and efficient manner.
• Maintaining accurate and detailed records of service orders, warranties, and service contracts to help the team operate more effectively.
• Playing a key role in hiring, training, and supervising service technicians to help build a strong and capable team.
• Proactively managing inventory levels and ordering parts and supplies as needed to minimize downtime and maximize efficiency.
• Staying up to date with the latest industry trends and best practices in service management and applying this knowledge to continually improve the service department or center.
• Ensuring safety procedures are always followed by all service technicians and staff members.
• Maintaining and renewing maintenance contracts with customers to ensure continued satisfaction and repeat business.
• Conducting estimation and job walks to accurately assess customer needs and provide cost-effective solutions.
• Maintaining accurate records of vehicle and tool inventory.
• Handling invoicing and billing for all service orders.
• Attending meetings as required.

Requirements

To be considered for the position of Assistant Service Manager, the following requirements must be met:

• High school diploma or equivalent; some college or technical training preferred
• Prior experience in a service department or center preferred
• Strong communication and customer service skills
• Ability to lead and motivate a team of service technicians
• Excellent organizational and time management skills
• Proficient in Microsoft Office and other relevant software
• Ability to work flexible hours, including weekends and evenings if necessary

Preferred Skillset

• Knowledge of security systems, including CCTV, gates, operators, and access control systems
• Ability to diagnose and troubleshoot system issues
• Familiarity with security and gate repair procedures and best practices
• Strong analytical and problem-solving skills
• Ability to work well under pressure and in a fast-paced environment
• Excellent attention to detail and a high level of accuracy in work
• Strong leadership and team management skills
• Ability to effectively delegate tasks and responsibilities to service technicians
• Commitment to providing exceptional customer service
• Willingness to continuously learn and stay up-to-date with industry trends and best practices

Travel:

Be available to travel up to 20% as necessary, including short-notice requirements

Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must have physical condition and stamina sufficient to prolonged periods of standing, assist in lifting, carrying and moving objects weighing up to 50 pounds, with hearing and eyesight acuity to detect machinery noises, read gauges, measurements and properly utilize equipment provided. 

• Shop conditions vary with the seasons and type of work being conducted. Must be willing and able to work in extreme temperatures (below freezing and in excess of 100*F) and in dangerous/hazardous environments that are commonly encountered in this industry.  

EEO Policy:

As an EEO/AA Employer we do not discriminate against any employee or applicant because of age, race, creed, color, religion, gender, sexual orientation, gender identity/expression, natural origin, veteran or disability status. Our policy is to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Compensation range for this job is $65k-$85k