Assistant Manager - Service

Commercial Truck Assistance Manager – Job Scope

Position: Commercial Truck Assistance Manager

Reports To

Senior Service Manager – Service & Operation

1. Service Operations

• Assist in managing the daily operations of the commercial truck service department.
• Ensure all repair and maintenance jobs are completed according to company SOPs.
• Monitor workshop productivity, efficiency, and technician utilization.
• Coordinate job scheduling to minimize customer downtime.
• Ensure all jobs are completed within the promised delivery time.

2. Technical Support

• Provide technical guidance to Service Advisors and technicians.
• Assist in troubleshooting complex mechanical, hydraulic, electrical, pneumatic, and engine problems.
• Review technical reports before submission to customers or principals.
• Support warranty diagnosis and claim documentation.

3. Customer Service

• Handle customer complaints and provide effective solutions.
• Attend meetings with key fleet customers.
• Monitor customer satisfaction and service quality.
• Follow up on overdue quotations and repair approvals.

4. Workshop Management

• Ensure proper use and maintenance of workshop equipment and special tools.
• Maintain a safe working environment in accordance with company safety policies.
• Monitor workshop consumables and equipment condition.

5. Parts Coordination

• Coordinate with the Parts Department to ensure spare parts availability.
• Monitor urgent parts orders and backorders.
• Review slow-moving and critical spare parts inventory.
• Minimize machine downtime caused by parts shortages.

6. Warranty Administration

• Ensure warranty claims are submitted accurately and within the required timeline.
• Verify supporting documents before submission.
• Liaise with the principal regarding warranty approvals and technical issues.

7. Fleet Maintenance Management

• Monitor preventive maintenance schedules for customer fleets.
• Recommend maintenance programs to improve vehicle reliability.
• Analyse recurring failures and implement corrective actions.
• Support long-term service contracts.

8. Staff Management

• Supervise Service Advisors, Supervisors, and technicians.
• Conduct toolbox meetings regularly.
• Assist in staff performance evaluations.
• Identify training needs and arrange technical training.
• Coach and mentor junior staff.

9. Business Performance

• Assist in achieving monthly and annual service and parts sales targets.
• Monitor labour recovery and workshop profitability.
• Review labour efficiency and productivity reports.
• Support cost-control initiatives.

10. Documentation & Reporting

• Review service reports and repair quotations.
• Prepare weekly and monthly operational reports.
• Monitor work-in-progress (WIP) jobs.
• Ensure all repair records are updated in the service management system.

11. Safety & Compliance

• Ensure compliance with company SOPs and manufacturer standards.
• Monitor adherence to occupational safety requirements.
• Ensure proper handling and disposal of waste oil, batteries, and hazardous materials.
• Support internal and external audits.

12. Continuous Improvement

• Identify opportunities to improve workshop efficiency.
• Develop and implement process improvements.
• Introduce best practices for commercial truck servicing.
• Support digitalization and service system enhancements.

Key Performance Indicators (KPIs)

• Workshop productivity ≥ 85%
• Technician efficiency ≥ 90%
• First-time fix rate ≥ 90%
• Customer satisfaction ≥ 90%
• Warranty claim acceptance rate ≥ 95%
• On-time job completion ≥ 95%
• Monthly service sales target achievement
• Monthly parts sales target achievement
• Safety incidents: Zero Lost Time Injuries (LTI)
• WIP aging within company target
• Minimize customer vehicle downtime

Required Qualifications

• Diploma or Degree in Mechanical, Automotive, or Heavy Equipment Engineering (or equivalent).
• Minimum 5–8 years of experience in commercial truck service operations.
• At least 2–3 years of supervisory or management experience.
• Strong knowledge of diesel engines, transmissions, axles, electrical systems, brakes, air systems, hydraulics, and vehicle diagnostics.
• Good leadership, communication, and customer service skills.
• Proficient in-service management systems and Microsoft Office.
• Valid driving license (commercial license is an advantage).