Assistant Service Manager

The Assistant Service Manager (ASM) plays a key role in supporting and overseeing the daily operations of the service department, ensuring efficiency, quality, and consistency across all shop and field activities. This position combines hands-on technical expertise with strong leadership and administrative responsibilities. The ASM coordinates with the Service Manager to manage shop workflow, support field operations, and ensure jobs are completed on time, within quoted hours, and to the highest quality standards.

Dispatching, in the Absence of Dispatcher

• Schedule and dispatch service technicians to customer locations according to urgency, location, and technician skill level.
• Monitor the status of dispatched jobs and adjust schedules as necessary to meet customer needs.
• Maintain open communication with technicians to ensure they have the necessary information and resources to complete their jobs efficiently.

Customer Service

• Handle customer inquiries, complaints, and service requests in a timely and professional manner.
• Ensure high levels of customer satisfaction by monitoring service delivery and resolving issues promptly.

Service Management

• Assist the Service Manager in overseeing the daily operations of the service department, including workflow management and technician performance.
• Help develop and implement processes to improve service efficiency and customer satisfaction.
• Track and report on key performance metrics, such as response times, job completion rates, and customer feedback in the absence of the service manager.

Shop Workflow & Productivity

• Monitor work orders to ensure they meet quoted hours and delivery dates.
• Assign work, assist other technicians, and help overcome bottlenecks challenges.
• Ensure quotes and PDIs are completed promptly and accurately.
• Work with Parts Department to confirm all required parts have been sourced for all WIP items.
• Inspect all units before delivery to confirm repairs meet manufacturer and MHE standards.
• Maintain rework rates at or below MHE standards.
• Train and mentor new shop technicians on repair methods, safety, and system documentation.
• Train, coach, and mentor new team members in the shop before they transition to the field with the Lead Field Service Technician.

Safety & Compliance

• Enforce all shop safety protocols and OSHA standards.
• Keep the shop clean, organized, and compliant.

Administrative Support

• Accurately and consistently complete service billing practices to assure WOs are closed in a timely manner.
• Support warranty claim preparation and ensure all required documentation and photos are completed.
• Maintain accurate records of service requests, job status, and technician assignments.
• Assist with inventory management, including ordering and tracking parts and equipment.
• Prepare and manage service-related documentation, including quotes, invoices, work orders, and contracts.
• Work closely with other departments, including sales, parts, and administration, to ensure seamless service delivery.
• Provide training and support to new technicians and staff as needed.
• Assist in the development of training materials and standard operating procedures.

Problem Solving

• Quickly and effectively resolve scheduling conflicts, service delays, and other operational challenges.
• Identify and implement solutions to improve service efficiency and reduce costs.
• Provide technical support to service team.

• High school diploma or equivalent; additional education or technical training is a plus.
• Proven experience in a dispatching, customer service, or assistant management role, preferably in a service or technical industry.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Proficiency in using service management software, scheduling tools, and other relevant technology.
• Ability to work under pressure and adapt to changing priorities.
• Knowledge of the industry or technical field related to the service being provided is an advantage.

Materials Handling Equipment will reward your talents with a highly-competitive base salary, based on skills and experience. You will…