Service Manager II - Brockton MA

VIP Auto•Brockton, MA

12h

About The Position

The Service Manager II (SMII) learns VIP’s culture, mission, and management processes while serving in place of an Assistant Manager as a permanent member of a VIP team. Identified as a high-potential candidate for future Service Manager development, the SMII prepares to lead a team and support effective customer service at their location. The role promotes safe operations in accordance with company policies and procedures and applicable federal and state regulations, and helps the team deliver an exceptional customer experience by executing VIP programs and standards. The SMII carries out the required duties of the Assistant Manager role, develops and supports associates, helps schedule and coordinate daily work, and supports the Service Manager in achieving performance targets. The position also oversees facility and equipment readiness, cleanliness, and maintenance, and enforces compliance with the service Code of Ethics, company policies, and applicable regulations. The standard workweek is five days and a minimum of 50 hours per week. Work takes place in an indoor service department that opens to the outdoors through overhead doors. Associates may encounter changing weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise levels 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, including being motivational, supportive, assertive, and decisive.
Excellent verbal and written communication skills.
Sound business sense 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.
Proven results.
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 position’s essential physical and vision requirements, with reasonable accommodations as applicable.
Protective eyewear must be worn in the service area; protective back support belts must be worn during strenuous physical activities involving lifting and exerting force.

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 by following safety policies, completing required safety training, locking out unsafe equipment, and reporting unsafe conditions or actions to management.
Carry out all required duties and responsibilities of the Assistant Manager position.
Learn and apply VIP’s methods for building a team that delivers an exceptional customer experience and execute the role’s essential duties and responsibilities.
Hire associates, develop the team, ensure associates complete required LMS and relevant vendor training, and ensure associates complete T.I.A. basic automotive service certification.
Conduct structured associate coaching and career-path discussions, and provide study materials and enrollment support for applicable ASE certifications.
Schedule the team to meet customer needs throughout all operating hours.
Communicate with the team during the day, including through daily 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 educate customers about vehicle conditions and discuss necessary solutions.
Dispatch and assign work orders to technicians, using 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’s appearance and condition in compliance with security, safety, and environmental codes and ordinances.
Maintain equipment and ensure the team has the resources needed to serve customers.
Prepare the location, service desk, and equipment before each business day, and recover and secure the location and unclaimed customer vehicles at close.
Maintain a clean service department throughout the business day and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility and equipment issues into the appropriate 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.
Support the Service Manager in helping the team achieve performance targets identified by leadership through daily, weekly, and monthly reports.
Arrive before each shift, be ready to work at the shift start time, and work all scheduled hours as directed by management.