About this role
Reports To: Store Manager
The Assistant Service Manager supports the Service Manager in the daily operations of the service department to ensure excellent customer service, efficient repair processes, and high-quality work. This role assists with scheduling, work order management, technician coordination, and customer communication while helping drive overall departmental profitability and productivity.
- Assist in managing the service department workflow to ensure timely completion of repairs and service jobs.
- Support the preparation and review of service work orders, including proper documentation, warranty submissions, and parts ordering.
- Provide clear communication with customers regarding service updates, estimates, and repair timelines.
- Help coordinate technician workloads based on skill levels and job requirements.
- Monitor service department performance metrics and support continuous improvement efforts.
- Assist in managing department scheduling, including shop and field service calls.
- Support warranty and internal claims processes with accurate and timely submission.
- Ensure compliance with safety and environmental standards.
- Step in to lead or supervise in the Service Managers absence.
- Promote and maintain a high level of customer satisfaction and employee engagement.
- Help maintain service department cleanliness, organization, and shop tools/equipment.
Qualifications
- Experience in service operations or technician roles preferred (agriculture or turf equipment a plus).
- Strong customer service and communication skills.
- Working knowledge of mechanical, electrical, and hydraulic systems on farm/turf equipment.
- Understanding of work order systems and service management software (e.g., John Deere Service Advisor, PFW).
- Ability to work in a fast-paced, team-oriented environment.
- Proficient in Microsoft Office and dealership business systems.
- High School Diploma or equivalent required; technical degree or certification preferred.
- 2+ years of experience in a service-related or technician role.
- Previous supervisory experience is a plus.
- Typical dealership environment with exposure to equipment, noise, and shop operations.
- Ability to lift up to 50 lbs and perform physical duties as needed.
- May involve occasional field visits to customer locations.