Assistant Service Manager - Waterloo

Reports To:

Service Manager / Branch Manager The Assistant Service Manager supports the Service Manager in the daily operations of the service department to ensure excellent customer service, efficient repair processes, and high-quality work. This role assists with scheduling, work order management, technician coordination, and customer communication while helping drive overall departmental profitability and productivity. Assist in managing the service department workflow to ensure timely completion of repairs and service jobs. Support the preparation and review of service work orders, including proper documentation, warranty submissions, and parts ordering. Provide clear communication with customers regarding service updates, estimates, and repair timelines. Help coordinate technician workloads based on skill levels and job requirements. Monitor service department performance metrics and support continuous improvement efforts. Assist in managing department scheduling, including shop and field service calls. Support warranty and internal claims processes with accurate and timely submission. Ensure compliance with safety and environmental standards. Step in to lead or supervise in the Service Manager's absence. Promote and maintain a high level of customer satisfaction and employee engagement. Help maintain service department cleanliness, organization, and shop tools/equipment. Experience in service operations or technician roles preferred (agriculture or turf equipment a plus). Strong customer service and communication skills. Working knowledge of mechanical, electrical, and hydraulic systems on farm/turf equipment. Understanding of work order systems and service management software (e.g., John Deere Service Advisor, PFW). Ability to work in a fast-paced, team-oriented environment. Proficient in Microsoft Office and dealership business systems. High School Diploma or equivalent required; technical degree or certification preferred. 2+ years of experience in a service-related or technician role. Previous supervisory experience is a plus. Typical dealership environment with exposure to equipment, noise, and shop operations. Ability to lift up to 50 lbs and perform physical duties as needed. May involve occasional field visits to customer locations.