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The Assistant Service Manager supports the daily operations of the Service Department. This role assists in coordinating service technicians, managing customer requests, ensuring quality and safety standards, and helping meet departmental performance goals. The Assistant Service Manager acts as a liaison between technicians, customers, and management to ensure efficient service delivery and high customer satisfaction. The Assistant Service Manager upholds the company’s core values of integrity, service, leadership, empowerment, and innovation while demonstrating a dedicated and results-driven work ethic.
Job Responsibility:
Assist in daily scheduling and dispatching of service technicians
Help prioritize emergency and routine service calls
Monitor technician workloads and productivity
Support coordination of labor, materials, and equipment for service jobs
Assist with onboarding, training, and mentoring service technicians
Help enforce company policies, safety standards, and best practices
Support performance evaluations and corrective actions as directed
Serve as a point of contact for technicians in the field
Communicate with customers regarding service requests, scheduling, and job status
Assist in resolving customer concerns, warranty issues, and callbacks
Help maintain long-term customer relationships and service agreements
Assist with reviewing service tickets, timecards, and job documentation
Help ensure accurate billing, job costing, and invoice preparation
Support tracking of service KPIs (response times, revenue, callbacks, etc.)
Assist with inventory coordination and material tracking
Promote and enforce OSHA and company safety policies
Assist with incident reporting and safety documentation
Ensure technicians maintain required certifications and licenses
Identify opportunities to improve service efficiency and profitability
Support implementation of new procedures, tools, or software
Assist the Service Manager with departmental planning and reporting
Requirements:
Leadership and team coordination
Problem-solving and decision-making
Customer service and conflict resolution
Time management and prioritization
Strong attention to detail
Prior leadership or supervisory experience
Journeyman or equivalent technical background
Knowledge of union environments
Familiarity with service agreements and preventative maintenance programs
10+ years of experience in mechanical contracting service (HVAC, plumbing, piping, or similar)
Strong understanding of service operations and field workflows
Excellent organizational and communication skills
Ability to multitask in a fast-paced environment
Proficiency with service management software and Microsoft Office