Assistant Service Manager - West Hartford CT

VIP Tires & Service•West Hartford, CT

7h•Onsite

About The Position

The Assistant Manager is the second-in-charge at a VIP location and supports the Service Manager in delivering VIP’s mission to earn automotive customers for life. The role helps ensure customers receive a different and better experience by leading the team when the Service Manager is away, promoting effective communication and teamwork, and supporting high-performance results through execution of VIP programs and standards. The Assistant Manager is responsible for maintaining safe operating conditions and ensuring compliance with company policies and applicable regulations. The role includes customer consultation and education about vehicle condition, team leadership and training, work-order dispatch, facility and equipment upkeep, and enforcement of service procedures and the Code of Ethics. The Assistant Manager also supports the Service Manager in meeting performance targets identified through daily, weekly, and monthly reports. The standard work schedule is five days and 40 hours per week. Work is performed in an indoor service department that opens to the outdoors through overhead doors. The associate may encounter varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise that may reach 110 decibels. Protective eyewear is required in the service area, and protective back support belts must be worn during strenuous lifting or force exertion.

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 organizational 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 work the standard schedule of five days and 40 hours per week and all hours scheduled by management.
Protective eyewear must be worn in the service area; protective back support belts must be worn 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

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 based on mileage and multi-point inspection results while following VIP processes.
Achieve better-than-average customer engagement results as measured by the VIP Sales & Execution (SAX) score.
Learn and execute managerial activities assigned by the Service Manager, and lead the team in delivering a positive customer experience.
Help the Service Manager develop a strong team and ensure associates complete required LMS and vendor training.
Ensure associates complete T.I.A. basic automotive service certification; enroll associates and provide study materials for applicable ASE certifications.
Communicate with the team through daily huddles and bi-monthly store meetings, and monitor email for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle condition and discuss solutions.
Dispatch and assign work orders to technicians, following the guideline that the first available qualified technician receives the work.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility and equipment in satisfactory condition and ensure compliance with security, safety, and environmental codes and ordinances.
Prepare the location, service desk, and equipment before opening, 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.
Enter facility or equipment issues into the applicable 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 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 outlined by leadership.