Service Manager - West Hartford CT

VIP Auto • West Hartford, CT

1d • Onsite

About The Position

The Service Manager is an inspirational leader responsible for delivering an exceptional customer experience and supporting VIP’s mission to earn automotive customers for life. The role fosters a team culture that attracts and recognizes high-performing, career-minded people, encourages engagement, and supports personal growth. The Service Manager also maintains a safe workplace and ensures compliance with company policies and applicable regulations.

The manager builds and develops the service team, oversees training and certifications, schedules staff to meet customer needs, communicates with associates, and supports customer education about vehicle conditions and service solutions. The role directs work-order dispatching, maintains the facility and equipment, prepares and secures the location, and enforces service standards and policies.

This position is performed in an indoor service department that opens to the outdoors. The work environment includes exposure to varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise 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 exertion. The standard schedule is five days and a minimum of 50 hours per week.

Requirements

• Two years of related experience in automotive service management.
• Strong people-management and leadership skills; 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 required.
• State Inspection License required where applicable.
• Ability to meet the position’s physical demands, including standing, walking, reaching, pushing or pulling, climbing, kneeling, crawling, and lifting or exerting force.
• Protective eyewear must be worn in the service area; protective back-support belts must be worn during strenuous lifting or exertion.
• Ability to meet the stated vision requirements: close, distance, color, and peripheral vision; depth perception; and focus adjustment.

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 recommended.
• ASE Certification G1 – Maintenance and Light Repair recommended.

Responsibilities

• Prioritize workplace safety, follow safety policies, complete required safety training, lock out unsafe equipment, and report unsafe conditions or actions.
• Hire and develop associates and build a team that delivers a strong customer experience.
• Ensure associates complete required LMS training and relevant vendor training, and obtain T.I.A. basic automotive service certification.
• Conduct structured coaching sessions and support associates’ career paths.
• Register associates for applicable ASE certifications and provide study materials.
• Schedule the team to meet customer needs during all hours of operation.
• Communicate with the team throughout the day, hold 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 educate customers about vehicle conditions and service solutions.
• Dispatch and assign work orders to technicians using the first available technician qualified to perform the work properly.
• Attend off-site meetings and training sessions as needed, typically several times per year.
• Maintain the facility and equipment in satisfactory condition and ensure compliance with security, safety, and environmental codes and ordinances.
• Prepare the location, service desk, and equipment before business opens, and secure the location and unclaimed customer vehicles at close.
• Maintain a clean service department and inspect the customer waiting area and parking lot for cleanliness before opening.
• Enter facility or equipment issues into the appropriate database.
• Enforce 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.
• Achieve performance targets established by leadership.
• Arrive before each work shift, be ready to work at shift start, and work all scheduled hours as directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed