Assistant Service Manager
Groff Tractor and Equipment
Department: Service Reports To: Service Manager Purpose: The Assistant Service Manager plays a critical leadership role in the daily operations of the service department. This individual supports the Service Manager by coordinating technician workflow, ensuring customer satisfaction, providing technical support, and maintaining a professional work environment. The ideal candidate will be a strong communicator, technically proficient, and capable of working effectively in high-pressure situations. This role also requires availability for after-hours emergency support and managing field technician scheduling. Key Responsibilities:
- Provide front-line technical support for technicians and customers
- Assist with diagnostics, repair guidance, and troubleshooting on heavy equipment
- Ensure work orders are accurate, complete, and documented properly
- Always maintain professional and courteous communication with customers
- De-escalate high-tension or dissatisfied customer situations quickly and effectively
- Serve as a liaison between technicians and management
- Assist in scheduling, dispatching, and monitoring technician performance
- Responsible for scheduling technician work, ensuring efficient coverage and timely response to service needs
- Promote a team-oriented environment while addressing interpersonal issues professionally and constructively
- Lead by example with a positive attitude, strong work ethic, and commitment to excellence
- Be available 24/7 for emergency service callouts and technical support as needed.
- Coordinate and dispatch field technicians for after-hours breakdowns or critical service issues
- Support the creation of job estimates, invoices, and warranty documentation.
- Assist with maintaining accurate service records, parts usage, and technician time logs
- Uphold and enforce dealership policies and procedures.
- Demonstrate professionalism in appearance, conduct, and communication.
- Foster a culture of continuous improvement, safety, and accountability.
- All other duties assigned
- 3+ years of experience in a service or technician leadership role (heavy equipment or similar industry preferred)
- Strong knowledge of diesel engines, hydraulics, electronics, and diagnostic tools
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Strong interpersonal skills with the ability to manage and resolve team conflicts
- Willingness and availability to respond to emergency service needs 24/7
- Associate or Technical Degree in Diesel Technology, Business Management, or related field.
- Previous experience as a Service Writer, Lead Technician, or Shop Foreman.
- Familiarity with service management systems (e.g., John Deere Service Advisor, CDK, etc.)
Vacancy posted 12 hours ago
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