Service Manager II - Brockton MA

VIP Tires & Service•Brockton, MA

9h•Onsite

About The Position

The Service Manager II (SMII) serves as a permanent member of a VIP team in place of an Assistant Manager while developing toward a future Service Manager role. The position learns and applies VIP’s culture and management processes and helps lead the team in operating the location effectively, safely, and in compliance with company policies and applicable regulations. The SMII supports delivery of an exceptional customer experience and achievement of VIP programs and standards. The SMII carries out Assistant Manager duties, develops associates, supports hiring and training, schedules the team, communicates with employees and customers, and helps ensure service work is assigned appropriately. The role also helps maintain the facility, equipment, service department, and customer areas, and enforces the service Code of Ethics and applicable rules. The SMII supports the Service Manager in meeting performance targets. The standard work expectation is five days and at least 50 hours per week. Work takes place in an indoor service department that opens to the outdoors through overhead doors. The role may involve exposure to varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise 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.

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 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 stated physical demands, including standing, walking, reaching, pushing or pulling, climbing, kneeling, crawling, and lifting or exerting force.
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.
ASE Certification P2 – Parts Specialist is recommended.
ASE Certification G1 – Maintenance and Light Repair is recommended.

Responsibilities

Prioritize workplace safety, follow safety policies and training requirements, lock out unsafe equipment, and report unsafe conditions or actions.
Carry out all required duties and responsibilities of the Assistant Manager position.
Learn and apply VIP’s team-building approach and management processes.
Hire associates, develop the team, and support associate career paths through structured coaching sessions.
Ensure associates complete required LMS and vendor training and obtain T.I.A. basic automotive service certification.
Sign associates up for applicable ASE certifications and provide study materials.
Schedule the team to meet customer needs throughout all hours of operation.
Communicate with the team through daily interactions, huddles, and bi-monthly store meetings.
Monitor email throughout the day for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to inform customers about vehicle condition and necessary solutions.
Dispatch and assign work orders to technicians according to the guideline that the first available technician qualified to perform the work properly receives the order.
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 each business day; recover and secure the location and unclaimed customer vehicles at closing.
Keep the service department clean and inspect the customer waiting area and parking lot before opening.
Enter facility and equipment issues into the applicable database.
Enforce 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.
Support the Service Manager in achieving performance targets identified by leadership through daily, weekly, and monthly reports.
Arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed.