Assistant Services Manager

Assistant Service Manager

As Assistant Service Manager of the Boilers business unit, you must work closely with repair and installation technicians, protect customer loyalty, and communicate clearly and concisely with customers, vendors, and suppliers about job and project status and needs. This is a development position: you carry out the responsibilities below under the supervision of the Operations Director while you gain the experience required to move into a Service Manager role. Reports to the Operations Director.

Job Description & Responsibilities

• Follow a development plan agreed with the Operations Director, with clear milestones in technical, financial, and people management skills, and meet regularly with the Operations Director to review progress, decisions, and open items.


• Refer to the Operations Director for approval of customer disputes, sales or service contracts, change orders, and personnel actions until authorized to handle them independently.


• Help manage boiler service department personnel to make sure all work is completed on time and to ASI's quality standards, and that service reports, production reports, and similar documents are submitted to customers and properly signed.


• Help plan, procure, and execute the work required within the assigned region or contracts.


• Work with Service and Field Supervisors, and lead technicians to deliver high quality projects and services and achieve profit targets.


• Learn and support quality control and management of R-Stamp work and services.


• Learn and follow all NBIC and ASME code requirements on qualified jobs, including documentation, welding procedures, and material control.


• Work with ASI's Service Coordinator to ensure 100% compliance with contract performance, customer satisfaction, and on-time completion of scheduled service.


• Plan, schedule, and supervise the daily activities of Boiler Techs, Electricians, and Mechanics to achieve maximum production while prioritizing customer requests.


• Schedule and dispatch service technicians efficiently to maximize manpower utilization and minimize unallocated time.


• Visit jobs in progress regularly to inspect the quality of work and provide on-the-job training and technical support to field personnel.


• Communicate with existing and potential customers about their boiler and other project needs.


• Support the Operations Director in managing the Profit and Loss (P&L) of the assigned business unit, and take on more P&L responsibility as experience grows.


• Make sure operational processes follow the main office procedures for Estimates, Proposals, Booking Packages, Work Orders, Service Reports, Invoices, and Payroll.


• Review timesheets weekly and submit them for approval.


• Help ensure the quality, standardization, profitability, and timeliness of all service department production, billing, paperwork, and project estimates.


• Maintain an adequate level of customer interaction and personal selling activity.


• Help maintain a periodic technical training program for service personnel and recommend the latest tools and equipment to improve service department performance and effectiveness.


• Help prepare the operations and sales report monthly.


• Help prepare sales or service contracts for products or services.


• Promote the CARE program and total customer satisfaction through excellent service and follow up.


• Help resolve customer disputes about services performed.


• Support the accounting department in collection efforts: make sure all work is backed by a purchase order and that change orders are requested and approved on time.


• Help organize and maintain the service shop area and vehicles.


• Promote ASI's uniform code for service technicians and employees.


• Help keep the vehicle fleet and fixed asset equipment in good working order.


• Help conduct monthly meetings with regional technicians to reinforce ASI's service culture, safety, soft skills, and technical training.


• Promote, together with the ASI Safety Officer, a Zero Accident culture in the service department and a Total Customer Satisfaction culture among employees. Make sure Near Misses, Incidents, and Accidents are reported and investigated on time, as required by ASI's safety policy.


• Take part in personnel functions such as selection, training, and evaluation, as directed by the Operations Director.


• Assist Account Sales reps with service and project proposals such as repairs, maintenance, and equipment installations.


• Prepare other reports as required.

Requirements

• Bachelor's Degree in Mechanical Engineering or related field preferred

Minimum 2 years of experience in related field