Service Manager II - Framingham. MA

VIP Tires & Service•Framingham, MA

1d•Onsite

About The Position

The Service Manager II (SMII) is a developmental role within VIP, identified as having high potential to become a successful Service Manager. The SMII is a permanent team member who learns VIP's culture and management processes, serving in place of an Assistant Manager. This role is in preparation to lead a team, ensuring effective customer service operations, adherence to safety policies, and compliance with regulations. The SMII is responsible for delivering an exceptional customer experience and driving results by helping the team execute VIP programs and standards.

Requirements

Strong people management and leadership skills, motivational, supportive, assertive, and decisive.
Excellent verbal and written communication.
Sound business sense, with the ability to analyze, prioritize, identify, and implement solutions.
Strong organization and time management skills.
A comprehensive understanding of automotive servicing and the industry.
Two years related experience in automotive service management.
Completion of two-year college or technical school program recommended.
Or an equivalent combination of education and experience.
Current, valid driver’s license issued in 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 unsafe conditions or actions.
Perform all duties and responsibilities of the Assistant Manager position.
Learn VIP's methods for building an extraordinary team that provides a superior customer experience.
Learn and be prepared to execute VIP's processes, including hiring the best associates, developing a superior team through training (LMS, vendor, TIA, ASE certifications), career pathing, and coaching.
Properly schedule the team to meet customer needs during all hours of operation.
Communicate effectively 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 their vehicle's condition and partner on solutions.
Control the dispatching and assignment of work orders to technicians, prioritizing the first available technician who can perform the work correctly.
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 the securing of the location and vehicles at close of business.
Ensure appropriate steps are taken to maintain a clean service department throughout the business day.
Inspect customer waiting areas and parking lots for cleanliness daily before opening.
Enter any facility or equipment issues into the respective databases.
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 in the assigned location.