Assistant Service Manager

Job Description

Job Description

Company Overview:

The Rapid Group (TRG) is the parent company of six operating subsidiaries that have been providing exceptional service and technical expertise for more than five decades. These subsidiaries include Rapid Pump and Meter Service Co., Machinery Services Co., Delta Electro Power, Industrial Sales and Service (ISS), AC Furia, Pumping Solutions, and O and M Solutions. As subsidiaries, each company operates under the TRG umbrella while maintaining its own specialized capabilities, allowing us to deliver comprehensive mechanical, electrical, pumping, and industrial infrastructure solutions across the Northeast.

Together, our companies support municipal, industrial, commercial, and transportation sectors with best-in-class maintenance, repair, installation, field service, and emergency response services that keep critical systems operating reliably and efficiently.

Rapid Pump and Meter Service Co. is seeking an experienced and highly organized Assistant Service Manager to support our field service operations in Paterson, NJ. This position plays a key role in coordinating field technicians, troubleshooting pumps and motor issues, managing service calls, and ensuring the service department operates efficiently.

The ideal candidate will have 5+ years of hands-on experience troubleshooting pumps and motors, strong communication and leadership skills, excellent attention to detail, and the ability to manage multiple priorities in a fast-paced field service environment.

• Provide technical support and troubleshooting assistance to field technicians while they are working in the field.
• Help diagnose and resolve problems involving pumps, motors, mechanical systems, and related equipment.
• Serve as a primary resource for technicians when unexpected field issues or service challenges arise.
• Manage and maintain the daily dispatch board, ensuring technicians are assigned appropriately, and service calls are coordinated efficiently.
• Coordinate scheduling, priorities, customer needs, and technician availability.
• Manage the company's oncall schedule, including coordinating coverage and responding to service needs.
• Oversee the service shop and help ensure the facility, equipment, tools, and workflow are organized and operating efficiently.
• Monitor field service activity and follow up on open, delayed, or complicated service calls.
• Communicate effectively with field technicians, customers, management, and other internal departments.
• Ensure customers receive clear, accurate, and timely information regarding the status and progress of their jobs.
• Creating quotes and estimates for customers, as needed, and providing followup on quote statuses to team.
• Work directly with customers to understand and resolve jobsite issues, service concerns, and other problems that may arise during the course of a project or service call.
• Assist with prioritizing emergency and timesensitive service requests.
• Identify recurring field or operational problems and communicate potential solutions to management.
• Maintain accurate records and ensure service information is properly documented.
• Assist with coordinating parts, equipment, tools, and resources required for field work.
• Help ensure technicians have the information and support necessary to complete jobs safely, efficiently, and correctly.
• Multitask effectively while managing changing schedules, urgent service requests, and technician needs.
• Support the Regional Field & Operations Manager with daytoday service department responsibilities and special projects.
Qualifications & Experience:
• 5+ years of experience troubleshooting pumps and motors is strongly preferred.
• Strong mechanical and technical troubleshooting abilities.
• Previous experience supporting or coordinating field service technicians preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills and exceptional attention to detail.
• Ability to remain calm, professional, and solutionoriented when dealing with field problems and timesensitive situations.
• Ability to manage multiple tasks and priorities simultaneously.
• Strong leadership, decisionmaking, and problemsolving skills.
• Experience with dispatching, scheduling, or service management is preferred.
• Proficiency with Microsoft Office/Microsoft 365, including Outlook, Excel, Word, and Teams, preferred.
• Comfortable learning and utilizing additional software platforms, dispatch systems, and company technology.
• Ability to work effectively both independently and as part of a team.
Ideal Candidate:

The successful candidate will be a hands-on problem solver and strong communicator who understands pumps, motors, and field service operations. This person should be comfortable taking calls from technicians in the field, quickly assessing problems, helping develop solutions, and coordinating the resources necessary to get the job completed.

The Assistant Service Manager must be highly dependable, organized, and able to balance technical troubleshooting with scheduling, dispatch, shop oversight, and administrative responsibilities.

Benefits:
• Competitive base pay
• Comprehensive Medical, Dental, Vision, and Disability benefits
• 401(k) retirement savings program with company match
• Paid Time Off (PTO) and Sick Time
• Life Insurance
• Referral Program
• A culture that values growth, development, and internal promotion
Work Conditions / Schedule:
• Schedule: Monday Friday, 7:30 AM 5:00 PM
• Location: Paterson, NJ (Onsite)
• The position will also be responsible for helping manage the company's oncall schedule and coordinating afterhours service coverage as required.
• Subsidiary: Rapid Pump and Meter Service Co
EEO Statement

The Rapid Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, age, disability, veteran status, or other protected characteristics.