Assistant Service Department Manager

Job Description

Job Summary :

The Assistant Service Department Manager supports the daily operations of the service department,

ensuring that all heating and plumbing service calls are handled efficiently and effectively. This role

involves supervising service technicians, coordinating schedules, managing customer interactions, and

assisting with administrative tasks. The Assistant Service Department Manager plays a key role in

maintaining high levels of customer satisfaction, optimizing team performance, and supporting the

overall goals of the department.

Key Responsibilities :

Operations Support :

Assist in managing the day-to-day operations of the service department, including scheduling,

dispatching, and overseeing service technicians.

Ensure that all service calls are completed in a timely manner, meeting quality standards and

customer expectations.

Monitor service workflows to identify bottlenecks and implement improvements.

Team Leadership :

Supervise and support service technicians, providing guidance, training, and performance

feedback.

Assist in recruiting, onboarding, and developing new technicians to ensure a skilled and capable

team.

Foster a positive team environment that encourages collaboration, accountability, and

professional growth.

Customer Relations :

Serve as a point of contact for customers, addressing inquiries, resolving issues, and ensuring a

high level of customer satisfaction.

Coordinate with the service team to ensure that customer needs are met promptly and

effectively.

Handle escalated customer concerns and follow up to ensure complete resolution.

Scheduling and Dispatching :

Assist in scheduling and dispatching service technicians to ensure optimal coverage and efficient

use of resources.

Monitor job progress and adjust schedules as needed to accommodate emergencies or highpriority

service calls.

Communicate with technicians in the field to provide support and updates on job assignments.

Administrative Duties :

• Assist with maintaining service records, job documentation, and customer files.
• Help prepare reports on service department performance, including technician productivity, job

completion rates, and customer feedback.

Assist in managing inventory of tools, parts, and equipment needed for service calls.

Quality Control and Compliance :

Ensure that all service work is performed according to company standards, industry best

practices, and relevant regulations.

Conduct quality checks on completed jobs and provide feedback to technicians for continuous

improvement.

Assist in enforcing safety protocols and ensuring compliance with health and safety regulations.

Process Improvement :

• Identify opportunities to streamline service operations and improve efficiency.
• Collaborate with the Service Department Manager to implement new processes, technologies,

or tools that enhance service delivery.

Stay up to date with industry trends and best practices to keep the service department

competitive.

Qualifications : Experience :

Experience :

3+ years of experience in a service management or supervisory role, preferably within the

heating and plumbing industry.

Proven experience in managing teams and coordinating field operations.

Skills :

• Strong leadership and team management skills.
• Excellent organizational and multitasking abilities.
• Effective communication skills, both verbal and written.
• Knowledge of heating and plumbing systems, services, and industry regulations.

Other Requirements :

• Ability to work in a fast-paced environment with changing priorities.
• On site position only
• Full time position only
• Strong problem-solving skills and attention to detail.
• Flexibility to work extended hours, including evenings and weekends, as needed.

Working Conditions :

Primarily works in an office setting, with occasional visits to job sites to oversee operations or

address issues.

Regular communication with field staff and customers via phone, email, and in-person.

Requirements

customer service