Assistant Production Manager

Socket.dev; Lowell (MI); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Paid Time Off

Paid Holidays

Retirement Plan

Company-Sponsored Training & Pro.

Job summary

Socket.dev is seeking an Assistant Production Manager to oversee its service department from intake to resolution. You will schedule technicians, coordinate with warehouse, and drive remote troubleshooting to cut visits and improve metrics.

The role requires strong leadership, organizational skills, and a customer-first approach. You will report on performance and work with production, sales, warehouse, and field operations to enhance service quality.

Qualifications

• Experience supervising service or production operations.
• Strong leadership and team management skills.
• Excellent organizational and time management abilities.
• Ability to prioritize multiple projects in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Excellent verbal and written communication.

Responsibilities

• Manage service requests from intake through completion.
• Schedule and dispatch technicians based on urgency, geography, and workload.
• Develop remote troubleshooting procedures to reduce visits.
• Monitor technician productivity and ensure complete documentation.
• Establish standard labor times for recurring service types.
• Analyze service trends to identify opportunities for improvement.
• Coordinate with warehouse to order, stage, track, and return parts.
• Communicate installation-related trends with Field Managers to improve quality.
• Provide weekly reporting on service performance and staffing needs.
• Support continuous improvement initiatives to increase efficiency and satisfaction.

Skills

Leadership

Team management

Time management

Prioritization

Problem-solving

Communication

Data analysis

Documentation

Tools

Microsoft Office

Scheduling software

Job description

Description

The Assistant Production Manager is responsible for overseeing our service department from the initial customer request through final resolution. This role manages service scheduling, technician performance, warehouse coordination, remote troubleshooting, and service-related key performance metrics while ensuring customers receive timely, high-quality service.

What You'll Do

Manage service requests from intake through customer-confirmed completion.

Schedule and dispatch service technicians based on urgency, geography, technician expertise, parts availability, and workload.

Develop and improve remote troubleshooting procedures to reduce unnecessary service visits.

Monitor technician productivity and ensure complete documentation, photos, and service records.

Establish and maintain standard labor times for recurring service types.

Analyze service trends, repeat visits, delays, and recurring product or installation issues to identify opportunities for improvement.

Coordinate with warehouse teams to ensure service materials and replacement parts are ordered, staged, tracked, and returned properly.

Communicate installation-related service trends with Field Managers to improve installation quality.

Provide weekly reporting on service performance, staffing needs, customer escalations, and department metrics.

Support continuous improvement initiatives that increase efficiency and customer satisfaction.

Qualifications

Previous management or supervisory experience in construction, manufacturing, service operations, or a related industry preferred.

Strong leadership and team management skills.

Excellent organizational and time management abilities.

Ability to prioritize multiple projects in a fast-paced environment.

Strong problem-solving and decision-making skills.

Excellent verbal and written communication.

Experience using Microsoft Office and scheduling or production software.

Ability to analyze data and improve operational performance.

Customer-first mindset with a commitment to delivering exceptional service.

Preferred Experience

Residential construction, remodeling, windows and doors, or home improvement industry experience.

Service scheduling or dispatch experience.

Warehouse or inventory coordination.

Experience tracking KPIs and improving operational processes.

Success in This Role

Successful candidates will consistently:

Improve first-time service resolution rates.

Reduce service backlog and response times.

Increase technician productivity.

Maintain accurate documentation and service records.

Improve customer satisfaction through timely communication and quality service.

Collaborate effectively across production, sales, warehouse, and field operations.

Benefits

Health Insurance

Vision Insurance

Dental Insurance

Paid Time Off

Paid Holidays

Retirement Plan

Company-Sponsored Training & Professional Development

Opportunities for Career Growth