Assistant Service Manager

Purpose:

The Assistant Service Manager supports the daily operations of the Service Department by coordinating service work, managing the work order process, and helping deliver a positive customer experience. This role assists with scheduling service work, communicating with customers, monitoring job progress, and ensuring work orders are completed accurately from creation through invoicing. The Assistant Service Manager works closely with technicians, customers, and other departments to support efficient service operations and department performance.

Responsibilities:

• Support the Service Manager in maintaining a consistent flow of service work and delivering a high level of customer service.
• Coordinate, schedule, and assign service work based on technician skills, availability, and workload.
• Monitor the progress of service jobs and help resolve scheduling or workflow issues that may impact efficiency or customer satisfaction.
• Manage the work order lifecycle, including opening work orders, reviewing documentation, and preparing completed work orders for customer billing.
• Review work orders for accuracy, completeness, labor documentation, and correct parts usage prior to invoicing.
• Prepare accurate and professional customer invoices using established job codes, estimates, and department procedures.
• Communicate with customers regarding service estimates, scheduling, work status, and completion timelines.
• Respond to internal and external customer inquiries related to service department activities.
• Coordinate equipment pick-up and delivery activities and ensure applicable charges are processed according to company procedures.
• Maintain service department records, files, and equipment documentation.
• Partner with warranty administration personnel to support timely submission of warranty and product improvement claims.
• Support the management of work-in-process (WIP) and other operational performance measures established by the department.
• Work with technicians and other resources to improve job efficiency and workflow.
• Coordinate with the Transportation Department to maintain vehicle maintenance records and support regulatory compliance requirements.
• Provide day-to-day work coordination and support to technicians as directed by the Service Manager.
• Maintain positive working relationships with customers, coworkers, and business partners.
• Contribute to a culture of teamwork, accountability, continuous improvement, and customer service.
• Perform other job-related duties as assigned.

Experience, Education, Skills and Knowledge:

• High school diploma or equivalent.
• Administrative, customer service, service operations, dealership, or related experience; or an equivalent combination of education and experience.
• Experience in a service department, dealership, equipment, agricultural, automotive, construction, or related industry preferred.
• Experience working with work order management, scheduling, invoicing, or warranty processes preferred.
• Experience using John Deere systems or similar dealership management software preferred.
• General understanding of mechanical, technical, or equipment-related terminology preferred.
• Knowledge of general office procedures and administrative practices.
• Basic understanding of accounting principles related to invoicing and service operations.
• Strong customer service and interpersonal skills.
• Effective verbal and written communication skills.
• Ability to organize, prioritize, and manage multiple tasks in a deadline-driven environment.
• Ability to coordinate schedules, workflows, and customer communications effectively.
• Strong problem-solving and follow-up skills.
• Ability to review documentation for completeness and accuracy.
• Basic proficiency with Microsoft Office applications, business software, and internet-based systems.
• Ability to work collaboratively with technicians, customers, and other departments.
• Strong attention to detail and commitment to accuracy.
• Ability to maintain confidentiality and handle sensitive business information appropriately.
• Ability to adapt to changing priorities and operational needs.
• Ability to sit, stand, walk, and move throughout office and service department environments.
• Ability to use a computer, keyboard, mouse, and other standard office equipment for extended periods.
• Ability to occasionally lift, carry, or move items weighing up to 25 pounds, with or without reasonable accommodation.
• Ability to review written documents, electronic records, and service-related information.
• Work is performed primarily in an office environment with regular interaction in service shop and dealership areas.
• May be exposed to equipment, machinery, noise, and shop conditions when working in service department areas.
• Must follow established safety policies and procedures.
• Limited travel may be required for meetings, training, or business-related activities

Disclaimer

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may change based on business needs. Employees may be required to perform other job-related duties as assigned.