Assistant Service Manager

Ditch Witch; West Chicago (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Ditch Witch is seeking an Assistant Service Manager to support the Service Manager in guiding daily operations, driving efficiency, and ensuring customer satisfaction in a heavy equipment service environment.

You will supervise technicians, manage workflow, monitor labor and job costing, and collaborate with Parts and Sales to upsell service opportunities while upholding safety and quality.

Qualifications

• 3+ years in service or mechanical roles, preferably in heavy equipment.
• Prior leadership or supervisory experience preferred.
• Authorized to work in the United States.

Responsibilities

• Assist in leading and coaching service technicians and staff.
• Monitor daily tasks and ensure work quality to meet service standards.
• Act as liaison between customers and service personnel to ensure satisfaction.
• Help monitor profitability through scheduling and job costing, and assist with warranty processing.
• Promote safety procedures and coordinate with other departments to support service delivery.

Skills

Leadership

Customer service

Communication

Mentoring

Tools

Microsoft Windows

Service/inventory systems

Job description

Purpose:

The Assistant Service Manager supports the Service Manager in overseeing the daily operations of the Service Department with a focus on operational efficiency, customer satisfaction, team leadership, and financial performance. This role plays a key part in developing service staff, managing workflow, and ensuring a safe, customer-centric environment. The Assistant Service Manager collaborates across departments to help meet customer needs and drive service-related sales.

Essential Functions:

Leadership & Team Support:

• Assist in training and coaching Service Technicians and service staff.
• Support the execution of regular service team meetings to promote alignment and growth.
• Reinforce safe and productive work habits.

Employee Performance & Workflow Management:

• Help assign daily tasks and monitor work quality to meet service standards.
• Support labor tracking, work order efficiency, and performance monitoring.

Customer Service Excellence:

• Act as a liaison between customers and service personnel to ensure clear communication and high satisfaction.
• Assist with managing customer concerns and providing timely solutions.

Financial Support & Operational Oversight:

• Help monitor service department profitability through effective scheduling and job costing.
• Support warranty processing and internal work orders.
• Help control departmental expenses and reduce waste.

Operational Efficiency:

• Aid in scheduling jobs to maximize technician productivity and minimize downtime.
• Ensure proper resource utilization and adherence to service timelines.

Safety & Compliance:

• Promote and uphold safety procedures in all service-related tasks.
• Participate in safety training and audits as directed by the Service Manager.

Cross-Department Collaboration:

• Coordinate with Parts, Sales, and other departments to support service delivery and upsell opportunities.

Requirements

Minimum Qualifications:

Experience:

• 3+ years of experience in service or mechanical roles, preferably in heavy equipment.
• Prior leadership or supervisory experience is preferred.
• Authorized to work in the United States

Leadership Skills:

• Ability to support and motivate teams in a fast-paced, technical environment.
• Strong interpersonal and mentoring skills.

Customer Service Orientation:

• Committed to delivering outstanding service and maintaining customer relationships.

Financial & Technical Acumen:

• Understanding of service operations, labor tracking, and budget awareness.
• Proficiency with Microsoft Windows and service/inventory management systems.

Physical Requirements:

• Able to lift up to 50 lbs.
• Must be comfortable with occasional outdoor equipment inspections and moderate physical tasks.

Communication Skills:

• Strong verbal and written communication with the ability to interact with staff, customers, and management in English.