Assistant Service Manager

About the role

The Rapid Group (TRG) is the parent company of six operating subsidiaries with more than five decades of experience delivering mechanical, electrical, pumping, and industrial infrastructure solutions across the Northeast. Rapid Pump and Meter Service Co. seeks an Assistant Service Manager to support field service operations in Paterson, NJ. This role coordinates field technicians, troubleshoots pumps and motors, manages service calls, and ensures efficient department operations.

Responsibilities

• Provide technical support and troubleshooting assistance to field technicians in real time.
• Diagnose and resolve problems involving pumps, motors, mechanical systems, and related equipment.
• Serve as the primary resource for technicians facing unexpected field issues or service challenges.
• Manage the daily dispatch board, assigning technicians and coordinating service calls efficiently.
• Coordinate scheduling, priorities, customer needs, and technician availability.
• Oversee the on-call schedule, including coverage coordination and emergency response.
• Supervise the service shop to maintain facility, equipment, tools, and workflow organization.
• Monitor field service activity and follow up on open, delayed, or complicated service calls.
• Communicate clearly and timely with technicians, customers, management, and internal departments.
• Ensure customers receive accurate status updates on their jobs.
• Create quotes and estimates for customers and track quote statuses.
• Work directly with customers to resolve jobsite issues and service concerns.
• Prioritize emergency and time-sensitive service requests.
• Identify recurring field or operational problems and propose solutions to management.
• Maintain accurate records and ensure proper documentation of service information.
• Coordinate parts, equipment, tools, and resources required for field work.
• Support technicians to complete jobs safely, efficiently, and correctly.
• Multitask effectively amid changing schedules, urgent requests, and technician needs.
• Assist the Regional Field & Operations Manager with daily service department responsibilities and special projects.

Qualifications & Experience

• 5+ years of experience troubleshooting pumps and motors.
• Strong mechanical and technical troubleshooting abilities.
• Previous experience supporting or coordinating field service technicians preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills and exceptional attention to detail.
• Ability to remain calm, professional, and solution-oriented under pressure and in time-sensitive situations.
• Capacity to manage multiple tasks and priorities simultaneously.
• Strong leadership, decision-making, and problem-solving skills.
• Experience with dispatching, scheduling, or service management preferred.
• Proficiency with Microsoft Office/Microsoft 365 (Outlook, Excel, Word, Teams) preferred.
• Willingness to learn and use additional software platforms, dispatch systems, and company technology.
• Ability to work effectively both independently and as part of a team.

Benefits

• Competitive base pay
• Comprehensive Medical, Dental, Vision, and Disability benefits
• 401(k) retirement savings program with company match
• Paid Time Off (PTO) and Sick Time
• Life Insurance
• Referral Program
• A culture that values growth, development, and internal promotion

Schedule

• Monday – Friday, 7:30 AM – 5:00 PM
• Location: Paterson, NJ (Onsite)
• Responsible for helping manage the company’s on-call schedule and coordinating after-hours service coverage as required