Assistant Service Manager - Framingham, MA

VIP Tires & Service•Framingham, MA

1d•Onsite

About The Position

The Assistant Manager is responsible for learning and embodying VIP's mission to build lasting customer relationships by understanding VIP's culture and management practices. This role supports the Service Manager in ensuring customers receive a distinct and superior experience. As the second-in-command at the location, the Assistant Manager must be capable of leading the team in the Service Manager's absence, fostering effective communication, teamwork, and efficient customer service operations. The Assistant Manager is also tasked with ensuring the team operates in a safe environment, adhering to established policies, procedures, and all federal and state regulations. The ultimate goal is to deliver an exceptional customer experience and achieve high-performance results by helping the team execute VIP programs and standards.

Requirements

Strong people management and leadership skills (motivational, supportive, assertive, decisive).
Excellent verbal and written communication skills.
Sound business sense with the ability to analyze, prioritize, identify, and implement solutions.
Strong organization and time management skills.
Comprehensive understanding of automotive servicing and the industry.
Two years of related experience in automotive service management.
Completion of a two-year college or technical school program recommended, or an equivalent combination of education and experience.
Current, valid driver's license issued in the state of residence.
Equipment Safety Certification.
ASE Certification C1 – Service Consultant required.
State Inspection License Required (where applicable).

Nice To Haves

ASE Certification P2 – Parts Specialist recommended.
ASE Certification G1 – Maintenance and light repair recommended.

Responsibilities

Prioritize workplace safety by following all safety policies, completing safety training, locking out unsafe equipment, and reporting any unsafe conditions or actions.
Serve customers by consulting with them, building relationships, and educating them on their vehicle's condition based on mileage and MPI inspection results, following VIP processes.
Achieve above-average customer engagement as measured by the VIP Sales & Execution (SAX) score.
Learn and execute all managerial activities assigned by the Service Manager and assist in leading the team to provide a superior customer experience.
Learn VIP's processes and be prepared to execute essential duties, including developing a superior team by ensuring training completion (LMS, vendor, T.I.A. certification), and assisting associates with ASE certifications.
Effectively communicate with the team through daily huddles and bi-monthly store meetings.
Monitor email for customer appointments and communication.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle conditions and partner on solutions.
Control the dispatching and assignment of work orders to technicians, prioritizing the first available qualified technician.
Attend off-site meetings and training sessions several times per year.
Ensure satisfactory maintenance, appearance, and condition of the facility to comply with safety, security, and environmental codes.
Ensure satisfactory maintenance, appearance, and condition of equipment, providing the team with necessary resources.
Manage the daily preparation of the location, service desk, and equipment before business opening, and secure the location and unclaimed vehicles at closing.
Ensure the service department remains clean throughout the business day.
Inspect the customer waiting area and parking lot for cleanliness daily before opening.
Enter any facility or equipment issues into the designated database.
Enforce strict compliance with the service Code of Ethics and all 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 present.