Role and Responsibilities
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.
Essential Duties and Responsibilities:
· 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
Required Knowledge, Skills and Abilities
· 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
Work Environment
· Office and field environment
· Occasional site visits to active construction or service locations
· Ability to sit, stand, and walk for extended periods
Education requirements
· 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
AAP/ EEO Statement
At Modern, we understand that every employee is different in their own way. We support and thrive off those differences. We do not discriminate in employment based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, military status, or other non-merit factors. Modern is a proud equal opportunity workplace and affirmative action employer.