Service Manager - Waterbury CT
About The Position
The Service Manager must be an inspirational leader who lives VIP’s mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by setting expectations such that VIP team members deliver an exceptional experience for every customer. This role fulfills VIP’s vision where all VIP Professionals love their jobs because they are appreciated, well-prepared, enjoy serving others, and find personal success as a member of the VIP family. The Service Manager creates a working environment aligned with VIP’s team culture that attracts and recognizes high-performing, career-minded people, encourages engagement from everyone, and fosters personal growth. Additionally, the Service Manager maintains a safe workplace and ensures compliance with all policies and federal, state and local regulations.
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
- Current, valid driver’s license issued in state of residence
- ASE Certification C1– Service Consultant required
- State Inspection License Required (where applicable)
Nice To Haves
- Completion of two-year college or technical school program recommended
- Or an equivalent combination of education and experience
- ASE Certification P2 – Parts Specialist recommended
- ASE Certification G1 – Maintenance and light repair recommended
Responsibilities
- Ensures workplace safety is Priority #1, follows all safety policies, completes all safety-related training, locks out any unsafe equipment, and reports any unsafe conditions or actions to a member of Management.
- Builds an Extraordinary Team that delivers a different and better customer experience to every customer by hiring the best associates, developing a superior team, ensuring all associates have taken and passed all of their required LMS training, and completing any and all relevant vendor training.
- Ensures all associates are T.I.A basic automotive service certified.
- Conducts career pathing with associates during structured associates coaching sessions.
- Signs up associates and provides study material for any applicable ASE certifications.
- Properly schedules the team to ensure they can meet customer needs during all hours of operation.
- Effectively communicates with the team throughout the day via daily huddles and bi-monthly store meetings.
- Monitors e-mail frequently for customer appointments and communication.
- Trains, supports, and delivers the 5 for 5 process to educate customers about their vehicle’s conditions and partners with them on any necessary solutions.
- Controls the dispatching and assignment of work orders to technicians using the guideline of the first available technician that can perform the work properly should receive the work order.
- Attends off-site meetings and training sessions as needed, typically, several times per year.
- Ensures satisfactory maintenance, appearance, and condition of the facility to comply with security, safety, and environmental codes and ordinances.
- Ensures satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the resources they need to meet customer needs.
- Manages daily preparation of the location, service desk, and equipment prior to the start of business each day and the recovery and securing of the location and unclaimed customer vehicles at close of each business day.
- Ensures appropriate steps are taken to maintain a clean service department throughout the business day.
- Inspects customer waiting area and parking lot for cleanliness each day prior to opening for business.
- Enters any facility or equipment issues into the facility or equipment database.
- Enforces strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures pertaining to the operation of the location.
- Communicates with other levels of management as needed to ensure compliance with service standards and company policies.
- Serves as policy administrator in the assigned location.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
