Service Manager II - Waterbury CT

VIP Tires & Service•Waterbury, CT

7h•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, management processes, and approach to delivering an exceptional customer experience. This role is intended for a high-potential associate developing toward a future Service Manager position. The SMII supports the Service Manager and prepares to lead a team, maintain safe and compliant operations, and help the location achieve performance targets through execution of VIP programs and standards. The role carries out the required duties of the Assistant Manager position and develops the ability to hire and develop associates, ensure completion of required training and certifications, schedule the team, communicate throughout the day, support customer education, and assign work orders to technicians. The SMII also helps maintain the facility and equipment, prepares and secures the location each day, and enforces the service Code of Ethics and applicable regulations and company procedures. The standard schedule is five days and a minimum of 50 hours per week. The position is performed in an indoor service department that opens to the outdoors through overhead doors. Associates may encounter varying 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 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 role’s essential physical and vision requirements, with reasonable accommodations as applicable.

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 by following safety policies, completing safety training, locking out unsafe equipment, and reporting unsafe conditions or actions.
Carry out all required duties and responsibilities of the Assistant Manager position.
Learn VIP’s approach to building a team that delivers an exceptional customer experience and learn the processes needed to execute the role’s essential duties.
Hire associates, develop the team, and ensure associates complete required LMS and relevant vendor training.
Ensure associates achieve T.I.A. basic automotive service certification; conduct structured coaching and career-path discussions; and provide study materials for applicable ASE certifications.
Schedule the team to meet customer needs throughout all hours of operation.
Communicate with the team throughout 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 partner with them on necessary solutions.
Dispatch and assign work orders to technicians according to the guideline that the first available technician capable of properly performing the work 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 business opens, and recover and secure the location and unclaimed customer vehicles at close.
Keep the service department clean throughout the business day and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility or equipment issues into the applicable 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 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.