Assistant Service Manager

Job Description

Job Description

Description:

The Assistant Service Manager is responsible for supporting the efficient management of service personnel, work order scheduling, technician utilization, parts coordination, and customer communication. This position plays an important role in ensuring service requests are responded to promptly, technicians are scheduled efficiently, and customers receive clear and professional communication throughout the service process. This position will have primary responsibility for coordinating outstate technicians, including technicians located in North Dakota, South Dakota, Iowa, and Wisconsin, while working closely with service planners and other members of the service team.

• Manage daily dispatching and scheduling with primary responsibility of outstate techs (ND, SD, IA, WI)
• Route technicians in the most efficient manner possible.
• Coordinate technician schedules and communicate schedule changes as needed.
• Communicate directly with out state customers regarding service follow-up, scheduling, status updates, and next steps.
• Receiving and responding to inbound calls and emails related to service. 
• Create and maintain service work orders in FSM/Accumatica 
• Assist with estimating and planning service work with the assistance of the Service Planners.
• Pulling materials needed for follow-up and planned work.
• Follow up on parts orders to ensure materials are available when work is scheduled. 
• Process parts orders and pull and ship parts as needed. 
• Create estimates and order processing—pull parts for estimated follow-up work.
• Pull and organize materials, parts, and equipment needed for projects. 

This position is based out of the New Prague, Minnesota, office and is regularly scheduled Monday through Friday, 8:00 AM–5:00 PM.

• Previous service management, dispatching, scheduling, customer service, or related industry experience preferred.
• Excellent verbal and written communication skills.
• Strong computer skills and ability to learn new software systems.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks and respond effectively in a fast-paced environment.
• Ability to communicate professionally and effectively with customers, technicians, and coworkers.
• Strong problem-solving and decision-making skills.
• Ability to work independently while also functioning effectively as part of a team.
• Ability to remain calm, professional, and solution-focused when dealing with challenging customer or scheduling situations.