Assistant Service Manager - West Hartford CT

VIP Auto•West Hartford, CT

1d•Onsite

About The Position

The Assistant Manager supports the Service Manager in delivering VIP’s mission to earn automotive customers for life and ensure customers receive a different and better experience. As the second in charge at the location, this role leads the team when the Service Manager is not working, promotes effective communication and teamwork, and helps ensure the location operates safely and in compliance with company policies and applicable regulations. The Assistant Manager helps the team execute VIP programs and standards to deliver an exceptional customer experience and strong performance results. The role includes assisting with team development, training, customer service, work-order dispatch, facility and equipment upkeep, and procedural compliance. The Assistant Manager supports the Service Manager in meeting performance targets, serves as policy administrator when the Service Manager is off site, and performs other duties as required. The standard schedule is five days and 40 hours per week; associates are expected to arrive before each shift and work all scheduled hours as directed by management.

Requirements

Two years of related experience in automotive service management.
Strong people-management and leadership skills, including the ability to motivate, support, be assertive, and make decisions.
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.
Proven results.
Current, valid driver’s license issued in the state of residence.
Equipment Safety Certification.
ASE Certification C1 – Service Consultant.
State Inspection License where applicable.

Nice To Haves

Completion of a two-year college or technical school program, or an equivalent combination of education and experience.
ASE Certification P2 – Parts Specialist.
ASE Certification G1 – Maintenance and Light Repair.

Responsibilities

Prioritize workplace safety, follow safety policies and training requirements, lock out unsafe equipment, and report unsafe conditions or actions.
Serve customers through consultation and relationship-building, using VIP processes and multi-point inspection results to explain vehicle condition and needs.
Achieve better-than-average customer engagement as measured by the VIP Sales & Execution (SAX) score.
Learn and execute managerial activities assigned by the Service Manager and help lead the team in delivering a different and better customer experience.
Help develop the team by ensuring associates complete required LMS and relevant vendor training, obtain T.I.A. basic automotive service certification, and receive study materials and sign-up support for applicable ASE certifications.
Communicate effectively with the team through daily huddles, bi-monthly store meetings, and throughout the workday.
Monitor email during the day for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle conditions and discuss necessary solutions.
Control dispatching and assignment of work orders, following the guideline that the first available technician able to perform the work properly should receive the 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 business opens, and recover and secure the location and unclaimed customer vehicles at close.
Maintain a clean service department and inspect the customer waiting area and parking lot for cleanliness before opening each day.
Enter facility and equipment issues into the relevant database.
Enforce compliance with the service Code of Ethics and applicable municipal, state, and federal regulations and procedures.
Communicate with other management levels as needed to ensure 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 measured through daily, weekly, and monthly reports.
Arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed by management.