Find & Apply For Customer Service Manager Jobs in Millis, Massachusetts

Assistant Service Manager Annual Salary:

$80,000 | Full-Time About the

Role:

Pete's RV Center is seeking a motivated, organized, and customer-focused Assistant Service Manager to support the daily operations and performance of our service and parts departments. This position combines service advising, customer relationship management, workflow coordination, sales development, and departmental leadership. The ideal candidate is a strong communicator who enjoys working with people, understands the importance of operational efficiency, and can balance customer service with sales performance and team accountability. The Assistant Service Manager will work closely with the Service Manager to improve department productivity, increase revenue, maintain quality standards, and deliver an exceptional customer experience. This is an excellent opportunity for an individual looking to develop their leadership skills and advance their career within a growing RV dealership group.

Key Responsibilities:

Service Operations & Workflow Management Assist the Service Manager with the daily operations of the service and parts departments. Schedule service appointments and coordinate daily shop workflow to maximize technician productivity and efficiency. Prepare accurate and complete repair orders, estimates, and supporting documentation. Monitor repair progress, coordinate with technicians and parts personnel, and keep customers informed of timelines and updates. Ensure repair orders are properly documented, approved, completed, and closed out according to company procedures. Help manage employee schedules, workflow priorities, and departmental coverage as needed. Identify operational challenges and recommend solutions to improve efficiency and service quality. Customer Service & Sales Development Build and maintain positive customer relationships that encourage repeat business and referrals. Present repair recommendations, explain service needs, and communicate pricing and timelines clearly and professionally. Identify opportunities to recommend additional maintenance, repairs, parts, and accessories based on inspections and service history. Obtain customer approvals and follow through on service recommendations to support departmental revenue goals. Address customer questions and concerns promptly, professionally, and in accordance with dealership guidelines. Promote customer satisfaction and maintain strong Customer Satisfaction Index (CSI) results. Maintain a professional, courteous, and customer-focused approach in all interactions. Leadership & Department Support Support the Service Manager in developing and maintaining a productive, accountable, and collaborative team. Assist with coordinating technicians, service advisors, parts associates, and warranty administrators to ensure smooth department operations. Help communicate departmental goals, performance expectations, and company policies. Participate in department meetings, training sessions, and process improvement initiatives. Assist with employee training, coaching, and professional development as directed by the Service Manager. Encourage teamwork, accountability, and consistent communication between service, parts, sales, and other departments. Help maintain a professional work environment where employees are treated respectfully and customers receive consistent service. Financial Performance & Reporting Support departmental goals for service and parts revenue, gross profit, labor efficiency, and overall profitability. Monitor repair orders, estimates, sales opportunities, and workflow to identify opportunities to improve performance. Assist with tracking daily, weekly, and monthly departmental performance metrics. Help control labor costs, minimize inefficiencies, and reduce unnecessary expenses. Support the Service Manager with budgeting, performance reporting, and other financial or administrative responsibilities as assigned. Contribute to reducing repeat repairs, warranty issues, and service comebacks through accurate documentation and quality follow-up. Quality Control, Compliance & Safety Coordinate or perform service quality checks and repair order reviews to identify potential issues before work is completed. Help ensure repairs meet dealership quality standards and manufacturer requirements. Follow manufacturer warranty policies and procedures and support accurate warranty documentation. Maintain compliance with applicable federal, state, and local regulations, including OSHA and hazardous waste requirements. Promote a safe, clean, organized, and professional work environment. Ensure company policies, procedures, and customer service standards are consistently followed.

Qualifications:

Required Strong communication, customer service, organizational, and problem-solving skills. Ability to manage multiple customer interactions and service jobs simultaneously while maintaining attention to detail. Ability to explain repair recommendations, discuss pricing, and confidently present additional service opportunities. A customer-focused and results-oriented approach to daily responsibilities. Ability to work collaboratively with technicians, parts personnel, management, and customers. Comfort using computers, Microsoft Office applications, and dealership management software. Ability to work effectively in a fast-paced environment and make sound decisions within the scope of the position. Valid driver's license and a satisfactory driving record. Preferred Experience in RV, automotive, marine, or another related service industry. Previous experience as a Service Advisor, Service Writer, Assistant Service Manager, or in a similar customer-facing operational role. Experience with repair orders, service scheduling, parts operations, warranty processes, or service sales. Prior leadership or supervisory experience. A bachelor's degree, vocational training, or an equivalent combination of education and experience. Motivated candidates with strong customer service and sales skills who are willing to learn may be considered even if they do not have direct RV dealership experience. Physical & Work Requirements Ability to work in a fast-paced dealership service environment. Ability to communicate frequently with customers and internal team members. Ability to stand for extended periods and perform activities such as bending, kneeling, reaching, stooping, and climbing ladders when necessary. Ability to lift up to 25 pounds and move up to 50 pounds when necessary, with or without reasonable accommodation. Compensation & Schedule Annual base salary: $80,000. Full-time position. Monday-Friday schedule, with Saturday availability as business needs require. Benefits may include health, dental, and vision insurance; 401(k) with company match; paid holidays and paid time off; paid uniform service; and on-the-job training, subject to applicable eligibility requirements and company policies. Opportunities for professional development and advancement within Pete's RV Center. About Pete's RV Center Pete's RV Center is a family-owned company that has been helping families enjoy the outdoors since 1952. We proudly serve customers across Vermont, Connecticut, Massachusetts, Pennsylvania, Indiana, Virginia, and Maine. We are committed to providing exceptional customer experiences while creating a workplace where employees can grow, develop their skills, and make meaningful contributions. Our continued success is built on the dedication of our team, and we are looking for professionals who share our commitment to teamwork, accountability, and excellence. Apply Today If you are organized, customer-focused, motivated by results, and ready to take the next step in your service department career, we encourage you to apply for the Assistant Service Manager position at Pete's RV Center.

Pay:

From $80,000.00 per year

Work Location:

In person