Assistant Service Manager - Lowell MA

VIP Tires & Service•Lowell, MA

About The Position

The Assistant Manager supports the Service Manager in carrying out VIP’s mission to earn automotive customers for life. As the location’s second in charge, this role leads the team when the Service Manager is absent, promotes communication and teamwork, maintains safe and compliant operations, and helps deliver an exceptional customer experience and strong performance results. The Assistant Manager serves customers by consulting with them, building relationships, and explaining vehicle conditions based on mileage and the results of the MPI vehicle inspection. The Assistant Manager learns and performs managerial activities, supports team development and training, communicates with associates throughout the day, monitors customer appointment and communication email, and helps the team deliver the 5 for 5 customer education process. The role also controls work-order dispatching to technicians, maintains the facility and equipment, supports opening and closing procedures, and enforces the service Code of Ethics and applicable regulations. When the Service Manager is not on site, the Assistant Manager serves as policy administrator for the location. The standard management work week is five days and 40 hours per week. The role is non-exempt and hourly. Work is performed in an indoor service department that opens to the outdoors, with exposure to varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and potentially loud noise. Protective eyewear is required in the service area, and a protective back support belt must be worn during strenuous lifting or force-exertion activities.

Requirements

Two years of related experience in automotive service management.
Strong people-management and leadership skills; motivational, supportive, assertive, and decisive.
Excellent verbal and written communication skills.
Sound business judgment and the ability to analyze, prioritize, identify, and implement solutions.
Strong organization and time-management skills.
Comprehensive understanding of automotive servicing and the automotive industry.
Current, valid driver’s license issued in the state of residence.
Equipment Safety Certification.
ASE Certification C1 – Service Consultant required.
State Inspection License where applicable.
Ability to meet the job’s physical demands, including standing, walking, reaching, pushing or pulling, climbing, kneeling, crawling, and lifting or exerting force.
Ability to meet the listed vision requirements, including close, distance, color, peripheral, and depth vision, and adjustment of focus.
Wear protective eyewear in the service area and a protective back support belt during strenuous lifting or force-exertion activities.

Nice To Haves

Completion of a two-year college or technical school program is recommended.
ASE Certification P2 – Parts Specialist is recommended.
ASE Certification G1 – Maintenance and Light Repair is recommended.
An equivalent combination of education and experience may be considered.

Responsibilities

Prioritize workplace safety by following safety policies, completing safety training, locking out unsafe equipment, and reporting unsafe conditions or actions.
Consult with customers, build relationships, and explain vehicle condition using mileage and MPI inspection results.
Achieve better-than-average customer engagement results as measured by the VIP Sales & Execution (SAX) score.
Learn and carry out managerial activities assigned by the Service Manager and help lead the team in delivering a better customer experience.
Support the Service Manager in developing the team, including ensuring required LMS and vendor training is completed, associates obtain T.I.A. basic automotive service certification, and associates receive study materials for applicable ASE certifications.
Communicate effectively with the team throughout the day, in daily huddles, and at bi-monthly store meetings.
Monitor email for customer appointments and communications throughout the day.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle condition and partner with them on solutions.
Dispatch and assign work orders to technicians, following the guideline that the first available technician capable of performing the work properly receives the work order.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility’s appearance and condition in compliance with security, safety, and environmental codes and ordinances.
Maintain equipment and ensure the team has the resources needed to serve customers.
Prepare the location, service desk, and equipment before opening, and recover and secure the location and unclaimed customer vehicles at closing.
Maintain a clean service department and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility or equipment issues into the appropriate database.
Enforce compliance with the service Code of Ethics and municipal, state, and federal regulations and procedures.
Communicate with other levels of management as needed to support compliance with service standards and company policies.
Serve as policy administrator at the assigned location when the Service Manager is not on site.
Support the Service Manager in achieving performance targets outlined by leadership through daily, weekly, and monthly reports.
Arrive before each shift, be ready to perform duties at shift start, and work scheduled hours as directed.