Assistant Service Manager

Job Description: Assistant Service Manager

Department: Mechanical Service
Reports To: Service Manager
Position Type: Full-Time, Working Position

POSITION SUMMARY

The Assistant Service Manager supports the Service Manager in the daily operation of the mechanical service department while continuing to perform billable field work. This position serves as a technical resource for service technicians, assists with repair recommendations and quoting opportunities, helps resolve service-related problems, and provides support with customer concerns.

This is a working position intended to utilize the employee’s technical experience and customer service skills while maintaining a strong focus on field productivity and profitability.

KEY RESPONSIBILITIES

1. Technical Support and Troubleshooting

• Assist service technicians with difficult troubleshooting, equipment issues, and repair recommendations.

• Help identify solutions to recurring service problems and improve service quality.

• Provide technical guidance and support to technicians as needed.

• Assist in identifying equipment replacement and repair opportunities.

2. Service Recommendations and Quoting

• Assist with reviewing technician recommendations and identifying opportunities for quoted repairs.

• Help develop scopes of work and provide technical input for service quotes.

• Assist with prioritizing recommendations based on customer needs, equipment condition, and operational importance.

• Follow up with the Service Manager and appropriate personnel to help ensure recommendations are addressed.

3. Customer Support

• Assist with customer concerns, service complaints, and technical questions.

• Help resolve service issues professionally and maintain positive customer relationships.

• Assist the Service Manager with customer communication when additional technical knowledge or field experience is needed.

• Support efforts to improve customer satisfaction and retention.

4. Service Department Support

• Assist the Service Manager with day-to-day service department needs as requested.

• Communicate recurring technician challenges, training needs, and operational concerns.

• Help reinforce company service standards, safety practices, and customer service expectations.

• Support the Service Manager without assuming full responsibility for daily department management unless specifically assigned.

5. Billable Field Work

• Perform service calls, troubleshooting, repairs, maintenance, and other assigned field work.

• Maintain accurate service tickets, labor entries, work descriptions, and documentation in BuildOps.

• Identify additional repair and replacement opportunities while performing field work.

• Maintain professional customer interactions and quality workmanship.

• Meet established productivity, billable-hour, and profitability expectations.

OFFICE TIME AND PRODUCTIVITY EXPECTATIONS

• Office Time Limit: Office and administrative support responsibilities are limited to a maximum of 8 hours per week under normal operating conditions.

• Field Work: The remaining scheduled work hours are expected to be spent performing billable field work.

• Office Priorities: Office time should be focused on technical support, quote recommendations, customer issues, and other service department needs.

• Additional Office Time: Additional office time must be approved by the Service Manager.

• Performance Focus: Field productivity, accurate timekeeping, customer satisfaction, and quality of work are essential performance measures.

QUALIFICATIONS

• Strong commercial HVAC service and troubleshooting experience.

• Ability to diagnose equipment problems and recommend practical repair solutions.

• Good communication and customer service skills.

• Ability to assist other technicians while maintaining professional working relationships.

• Understanding of service documentation, quoted repairs, and service department profitability.

• Ability to work independently, manage competing priorities, and maintain a productive field schedule.

PERFORMANCE EXPECTATIONS

Performance will be evaluated based on:

• Billable-hour production and field productivity.

• Quality and accuracy of technical recommendations.

• Assistance provided to technicians in resolving service problems.

• Support in identifying and developing quoted repair opportunities.

• Customer satisfaction and resolution of service-related concerns.

• Accurate documentation and adherence to company procedures.

• Effective use of office time and contribution to overall service department profitability.

GENERAL STATEMENT

The Assistant Service Manager is a support position designed to improve the effectiveness and profitability of the service department while maintaining substantial field productivity. The position works in coordination with the Service Manager and is not intended to replace the Service Manager’s overall responsibility for department operations.

Other duties may be assigned as necessary to support the needs of Masters Mechanical.