Assistant Service Manager

Job Title: Assistant Service Manager

Location: Phoenix, AZ

At Dover Food Retail (DFR), our employees are the pillars of our success. Hence, we've created a culture that values innovation, teamwork, and dedication. From the day you join us, you'll find a rewarding work environment with substantial benefits that include:

• On your first day, you become eligible for Medical, Dental, and Vision insurance, along with Prescription coverage
• We respect your need for work-life balance; hence, we offer Paid short and long-term leave disability insurance, paid vacation, and paid sick leave
• To secure your future, we offer 401k Retirement Plan matching
• Manage your expenses better with our Flexible Spending Account
• Enjoy 11 Paid Holidays each year - because everyone deserves a break!
  
  

What the Role Involves:

We are seeking a highly organized and proactive Assistant Service Manager to lead and manage administrative and billing operations within our Service Department. In addition to overseeing process improvements and key performance indicators (KPIs), this role will include direct supervision of staff, team leadership, and employee development to enhance operational efficiency and customer satisfaction. The Assistant Service Manager will work closely with departmental managers, dispatch, field technicians, service partners, and direct reports to ensure seamless service delivery, accurate billing, and compliance with customer reporting requirements.

Primary Responsibilities:

1. Team Leadership & People Management

• Manage and mentor a team administrative staff supporting the dispatch, coordination and billing staff, providing guidance, support, and professional development.
• Conduct performance evaluations, goal setting, and regular check-ins to ensure team members are meeting objectives and improving efficiency.
• Foster a positive team culture, promoting collaboration, accountability, and customer-centric service.
• Oversee workload distribution among direct reports to balance efficiency and effectiveness.
• Identify training and skill development needs for the team, implementing structured onboarding and ongoing education programs.

1. Work Order Management

• Review work orders, ensuring accuracy in system status updates.
• Verify that all parts listed on purchase orders or noted in work order descriptions are accurate in part numbers and quantities.
• Manage work orders and supporting documentation (e.g., approved quotes, email correspondence, internal/external forms) for submission.
• Optimize processes to reduce average call open times, enhance response times, and increase first-time-fix (FTF) rates.
• Regularly audit customer portals and field service management systems to ensure data accuracy.
• Track and assist with escalations, including customer escalations, calls with excessive open times, call-backs, billing rejections, aging or rejected quotes, etc.
• Report on field-related issues to the Service Manager to address.
  • Tech non-compliance
  • Calls over NTE
  • Technician compliance issues
    • Call refusal
    • Behavioral observations
    • Skills challenges
    • IVR usage issues (Check in/out)
    • Etc.
• Ensure all required customer forms are completed and attached to the work order.

1. Work Order Billing

• Ensure team members accurately enter work orders into the system, validating data completeness.
• Oversee investigations into unbilled work orders to ensure timely billing.
• Monitor and enforce adherence to quoted pricing and customer agreements, ensuring billing accuracy and compliance.
• Track and analyze billing KPIs, using data to improve team performance and identify areas for process enhancement.
• Verify that all customer requirements have been satisfied before submitting invoices.
  • Refrigerant tracking forms/activities have been recorded/submitted
  • PM forms are attached and complete
  • Rates and markups align with customer contract.
  • Etc.

1. Refrigerant Tracking

• Ensure refrigerant usage is properly documented in customer tracking portals and reviewed for accuracy.
• Oversee the submission and compliance of monthly tracking sheets with regulatory and customer requirements.
• Identify process improvements to streamline refrigerant tracking and reporting.

1. Inventory Management

• Conduct periodic team training and audits on inventory control procedures.
• Work with accounting and warehouse staff to resolve discrepancies in stock levels and billing records.
• Develop and implement strategies to reduce inventory inaccuracies and improve tracking efficiency.

1. Escalations and Team Leadership

• Serve as the primary point of contact for escalated issues, providing swift and professional resolution.
• Implement structured processes to enhance operational efficiency, response times, and customer communication.
• Ensure team members follow standardized procedures to reduce callbacks and improve service delivery.
• Regularly review team and department KPIs (e.g., call backs, response times, FTF rates) and adjust workflows for continuous improvement.

Other responsibilities as needed: Service & Dispatch Support

Basic Qualifications:

• High School Diploma or GED.
• 5+ years of experience in project-related or administrative/office roles.

The Ideal Candidate:

• Proven ability to lead teams, develop employees, and foster a collaborative work environment.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) and adaptable to learning new systems.
• Effectively engage with all levels of the organization and external partners.

Why Choose Dover Food Retail?

We believe in a collaborative entrepreneurial spirit and winning through our customers. We value and respect our employees, expecting results through high ethical standards, openness, and trust. Join us to be part of a company that is committed to delivering what it promises and has a reputation for quality.

We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals with disabilities who require reasonable accommodation to perform the essential functions of this job are welcome to apply.

Embark on a fulfilling journey with DFR, where your skills are valued, your growth is nurtured, and your achievements are recognized.

Apply today!

Our Story:

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What's Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.

DFR is part of the Climate & Sustainable Technologies segment of the Dover Corporation (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.

DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

Apply today!

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.