Service Manager II - West Hartford CT

VIP Auto•West Hartford, CT

About The Position

The Service Manager II (SMII) is a permanent member of a VIP team who learns VIP’s culture and management processes and serves in place of an Assistant Manager. Identified as having high potential to become a Service Manager, the SMII develops the skills needed to lead a team and ensure effective operations at their location. The role promotes safe working conditions, compliance with company policies and applicable regulations, an exceptional customer experience, and execution of VIP programs and standards. The SMII supports the Service Manager in achieving performance targets established by leadership. The position carries a standard expectation of five workdays and a minimum of 50 hours per week. Associates must arrive before each shift, be ready to work at its start, and work all scheduled hours as directed by management. Duties are performed in an indoor service department that opens to the outdoors through overhead doors. The work environment may involve changing weather, climate, and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise levels 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 activities.

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 organizational 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 standard schedule of five workdays and a minimum of 50 hours per week, and to work all scheduled hours as directed.
Ability to wear protective eyewear in the service area and a protective back support belt during strenuous lifting or force-exertion activities.
Ability to perform the essential functions in a service department environment with exposure to varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise that may reach 110 decibels.
Vision capabilities include close, distance, color, peripheral, and depth vision, and the ability to adjust focus.

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.
ASE Certification G1 – Maintenance and Light Repair.

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 VIP’s team-building approach and management processes, and prepare to execute the essential duties and responsibilities of the role.
Hire associates, develop a strong team, ensure associates complete required LMS and vendor training, and ensure associates obtain T.I.A. basic automotive service certification.
Conduct structured coaching sessions and support associates’ career paths; enroll associates in applicable ASE certification programs and provide study materials.
Schedule the team appropriately to meet customer needs throughout all hours of operation.
Communicate with the team during the day, conduct daily huddles and bi-monthly store meetings, and monitor email for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to explain vehicle conditions to customers and partner with them on necessary solutions.
Dispatch and assign work orders to technicians, following 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 condition and appearance 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.
Maintain a clean service department throughout the business day and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility or equipment issues into the relevant 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 outlined by leadership through daily, weekly, and monthly reports.