Service Manager II - Waterbury CT

VIP Auto•Waterbury, CT

15h•Onsite

About The Position

The Service Manager II (SMII) is a permanent member of a VIP team who serves in place of an Assistant Manager while learning VIP’s culture and management processes. This role is intended to develop a high-potential associate for a future Service Manager position and prepare them to lead a team in the effective operation of a service location. The SMII promotes safe working conditions, compliance with company policies and applicable regulations, exceptional customer experiences, and execution of VIP programs and standards. The role supports the Service Manager in achieving performance targets established by leadership. The SMII carries out Assistant Manager duties while learning to build and develop a strong team. Responsibilities include recruiting and coaching associates, ensuring completion of required learning and vendor training, supporting automotive and ASE certifications, scheduling staff, communicating with the team, monitoring customer appointments and messages, supporting customer education, and assigning work orders to qualified technicians. The SMII also helps maintain the facility and equipment, prepares the location for business, secures the location and unclaimed vehicles at closing, maintains cleanliness, and reports facility or equipment issues through the appropriate database. The role administers company policies at the assigned location and enforces the service Code of Ethics and applicable regulations. The standard schedule is five days and a minimum of 50 hours per week. Work is performed in an indoor service department that opens to the outdoors. The associate may encounter changing 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 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, including the ability to motivate, support, assert, 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.
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 and essential job functions, with reasonable accommodations where applicable.
Protective eyewear must be worn in the service area; protective back-support belts must be worn during strenuous physical activities involving lifting and 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, follow safety policies and training requirements, lock out unsafe equipment, and report unsafe conditions or actions to management.
Carry out all required duties and responsibilities of the Assistant Manager position while learning VIP’s management processes.
Learn to build and develop a strong team that delivers an exceptional customer experience.
Hire associates, develop the team, and ensure completion of required LMS and vendor training.
Ensure associates obtain T.I.A. basic automotive service certification and support applicable ASE certification study and career development.
Schedule the team to meet customer needs throughout operating hours.
Communicate with the team through daily huddles, ongoing communication, and bi-monthly store meetings.
Monitor email for customer appointments and communications throughout the day.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle conditions and necessary solutions.
Dispatch and assign work orders to technicians, using the first available qualified technician who can properly perform the work.
Attend off-site meetings and training sessions as needed.
Maintain the facility, equipment, and service department in satisfactory, safe, clean, and compliant condition.
Prepare the location, service desk, and equipment before opening, and recover and secure the location and unclaimed customer vehicles at closing.
Inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility and equipment issues into the appropriate database.
Enforce 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.
Support the Service Manager in helping the team achieve performance targets tracked 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.