Assistant Service Manager

Department: Service

Reports To: Service Manager

Purpose:

The Assistant Service Manager plays a critical leadership role in the daily operations of the service department. This individual supports the Service Manager by coordinating technician workflow, ensuring customer satisfaction, providing technical support, and maintaining a professional work environment. The ideal candidate will be a strong communicator, technically proficient, and capable of working effectively in high-pressure situations. This role also requires availability for after-hours emergency support and managing field technician scheduling.

Key Responsibilities:

• Provide front-line technical support for technicians and customers
• Assist with diagnostics, repair guidance, and troubleshooting on heavy equipment
• Ensure work orders are accurate, complete, and documented properly
• Always maintain professional and courteous communication with customers
• De-escalate high-tension or dissatisfied customer situations quickly and effectively
• Serve as a liaison between technicians and management
• Assist in scheduling, dispatching, and monitoring technician performance
• Responsible for scheduling technician work, ensuring efficient coverage and timely response to service needs
• Promote a team-oriented environment while addressing interpersonal issues professionally and constructively
• Lead by example with a positive attitude, strong work ethic, and commitment to excellence
• Be available 24/7 for emergency service callouts and technical support as needed.
• Coordinate and dispatch field technicians for after-hours breakdowns or critical service issues
• Support the creation of job estimates, invoices, and warranty documentation.
• Assist with maintaining accurate service records, parts usage, and technician time logs
• Uphold and enforce dealership policies and procedures.
• Demonstrate professionalism in appearance, conduct, and communication.
• Foster a culture of continuous improvement, safety, and accountability.
• All other duties assigned

Experience, Education, Skills and Knowledge:

• 3+ years of experience in a service or technician leadership role (heavy equipment or similar industry preferred)
• Strong knowledge of diesel engines, hydraulics, electronics, and diagnostic tools
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong interpersonal skills with the ability to manage and resolve team conflicts
• Willingness and availability to respond to emergency service needs 24/7

PREFERRED QUALIFICATIONS:

• Associate or Technical Degree in Diesel Technology, Business Management, or related field.
• Previous experience as a Service Writer, Lead Technician, or Shop Foreman.
• Familiarity with service management systems (e.g., John Deere Service Advisor, CDK, etc.)