Assistant Service Manager

Job DetailsJob Location: Mechanicsburg - Mechanicsburg, PA 17050  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         Experience, Education, Skills and Knowledge:   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   PREFERRED QUALIFICATIONS: 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.) Qualifications