Assistant Service Manager

Job Summary:

The Assistant Service Manager supports the Service Manager in overseeing the daily operations of the service department, ensuring efficient maintenance and repair of forklifts and material handling equipment. This role involves coordinating service schedules, managing technician workflow, quoting parts and labor, handling logistics, maintaining customer satisfaction, and ensuring adherence to company policies and safety regulations.

Key Responsibilities:

• Assist in managing the service department, including scheduling repairs, maintenance, and field service operations.
• Supervise, support, and coordinate service technicians to ensure timely and quality service.
• Monitor work orders, ensuring accuracy in job assignments, labor hours, and parts usage.
• Prepare and provide accurate quotes for parts, labor, and logistics to customers.
• Process warranty claims, ensuring proper documentation, communication with manufacturers, and timely resolution.
• Coordinate parts ordering, tracking, and availability to ensure timely service completion.
• Maintain customer relationships by addressing inquiries, resolving service-related issues, and providing timely updates.

• Communicate with customers in person, over the phone, and via email to provide service updates, quotes, and technical support. • Ensure compliance with safety procedures, OSHA regulations, and company policies.

• Assist in training and development of service technicians to improve technical skills and efficiency.
• Review and approve service invoices, ensuring accurate billing and cost control.
• Monitor department KPIs and assist in implementing process improvements.
• Collaborate with sales and parts departments to enhance customer support and maximize revenue opportunities.

• Previous experience in a service management or supervisory role, preferably in the forklift, material handling, or heavy equipment industry.
• Strong technical knowledge of forklift repair and maintenance.
• Experience with quoting parts, labor, and logistics for service jobs.
• Excellent organizational and leadership skills to manage service operations and technician workflow.
• Strong customer service and communication abilities, with proficiency in in-person, phone, and email communication.
• Proficiency in service management software and Microsoft Office.
• Knowledge of safety and compliance standards in the material handling industry.
• Ability to multitask, problem-solve, and work in a fast-paced environment.

Education & Experience:

• High school diploma or equivalent (Associate or Bachelor’s degree in a related field is a plus).
• 3 years of experience in service, repair, or maintenance roles within the forklift, automotive or equipment industry.
• Experience in a leadership or supervisory role preferred.