Service Manager - Brockton MA

VIP Tires & Service•Brockton, MA

7h•Onsite

About The Position

The Service Manager leads the service team in delivering an exceptional customer experience and advancing VIP’s mission to earn automotive customers for life. The role builds an engaging, safe, and growth-oriented workplace; hires, develops, trains, and schedules associates; and supports their professional development and certifications. The Service Manager coordinates customer service processes, including educating customers about vehicle conditions and assigning work orders to qualified technicians. The position is responsible for facility and equipment maintenance, daily opening and closing preparation, cleanliness, and compliance with the service Code of Ethics, company policies, and applicable regulations. The manager also serves as the location’s policy administrator, communicates with other levels of management, and achieves performance targets established by leadership. The standard schedule is five days and a minimum of 50 hours per week. Work is performed in an indoor service department that opens to the outdoors and may involve varying weather and temperatures, mechanical equipment, automotive and industrial cleaning chemicals, and noise 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. The role involves standing, walking, sitting, reaching, pushing or pulling, climbing, kneeling, and crawling, as well as lifting or exerting force.

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.
State Inspection License where applicable.
Ability to meet the physical and vision requirements described for the role, with reasonable accommodations where applicable.
Protective eyewear must be worn in the service area; protective back support belts must be worn during strenuous lifting and force-exertion activities.
Work five days and a minimum of 50 hours per week.

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, follow safety policies and training requirements, secure unsafe equipment, and report unsafe conditions or actions.
Hire, develop, train, and motivate associates to build a high-performing service team.
Ensure associates complete required LMS and vendor training and obtain applicable T.I.A. basic automotive service certification.
Coach associates on career paths and provide study materials and support for applicable ASE certifications.
Schedule the team to meet customer needs throughout operating hours.
Communicate with the team through daily huddles, store meetings, and ongoing communication.
Monitor email for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to explain vehicle conditions and discuss appropriate solutions with customers.
Dispatch and assign work orders to the first available technician qualified to perform the work properly.
Attend off-site meetings and training sessions as needed.
Maintain the facility and equipment in satisfactory condition and in compliance with security, safety, and environmental codes and ordinances.
Prepare the location, service desk, and equipment before opening, and recover and secure the location and unclaimed customer vehicles at closing.
Maintain the cleanliness of the service department and inspect the customer waiting area and parking lot 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 support compliance with service standards and company policies.
Serve as the policy administrator for the assigned location.
Achieve performance targets established by leadership.
Arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed.