Assistant Service Manager - Brockton MA
About The Position
The Assistant Manager supports the Service Manager in delivering VIP’s mission to earn automotive customers for life. As the location’s second in charge, this role helps lead the team and maintain effective communication, teamwork, safe operations, and an exceptional customer experience. The Assistant Manager leads the team when the Service Manager is away and helps execute VIP programs, processes, and performance standards. The role includes consulting with customers about their vehicles, helping associates develop their skills and complete required training, coordinating the assignment of work orders, and maintaining the facility and equipment. The Assistant Manager also enforces the service Code of Ethics and applicable regulations and serves as policy administrator when the Service Manager is not on site. The standard management work week is five days and 40 hours per week. Associates are expected to arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed by management. Work takes place in an indoor service department that opens to the outdoors. Conditions may include varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise levels up to 110 decibels. Protective eyewear is required in the service area, and protective back support belts must be worn during strenuous lifting or force exertion. The position involves sitting, reaching, standing, pushing or pulling, walking, climbing, kneeling, crawling, and lifting or exerting force.
Requirements
- Two years of related experience in automotive service management.
- Strong people-management and leadership skills, including the ability to motivate, support, assert, and make decisions.
- Excellent verbal and written communication skills.
- 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.
- State Inspection License where applicable.
- Ability to meet the physical demands of the role, with reasonable accommodations where applicable.
- Wear protective eyewear in the service area and protective back support belts during strenuous lifting or force exertion.
Nice To Haves
- Completion of a two-year college or technical school program is recommended, or an equivalent combination of education and experience.
- ASE Certification P2 – Parts Specialist is recommended.
- ASE Certification G1 – Maintenance and Light Repair is recommended.
Responsibilities
- Make workplace safety the top priority; follow safety policies, complete safety training, lock out unsafe equipment, and report unsafe conditions or actions.
- Consult with customers, build relationships, and use VIP processes and vehicle inspection results to educate customers about vehicle condition and service 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, helping the team deliver a better customer experience.
- Help develop a strong team by ensuring associates complete required LMS and vendor training, obtain T.I.A. basic automotive service certification, and receive study materials for applicable ASE certifications.
- Communicate with the team throughout the day, conduct daily huddles and bi-monthly store meetings, and monitor email for customer appointments and communications.
- Train, support, and deliver the 5 for 5 customer education process.
- Dispatch and assign work orders to technicians, following the guideline that the first available technician qualified to perform the work properly receives the work order.
- Attend off-site meetings and training sessions as needed, typically several times per year.
- Maintain the facility and equipment in satisfactory condition and in compliance with security, safety, and environmental codes and ordinances.
- Prepare the location, service desk, and equipment before opening; 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 before opening each day.
- Enter facility or 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 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 targeted performance levels reported daily, weekly, and monthly.
- Arrive before each work shift, be ready to perform duties at shift start, and work scheduled hours as directed by management.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
