Service Manager - Hanover MA

VIP Tires & Service•Hanover, MA

2d•Onsite

About The Position

The Service Manager is an inspirational leader responsible for ensuring VIP team members deliver an exceptional customer experience, aligning with VIP’s mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE. This role fosters a positive working environment that attracts and retains high-performing individuals, encourages engagement, and promotes personal growth. The Service Manager also maintains a safe workplace and ensures compliance with all policies and regulations.

Requirements

Strong people management and leadership skills: motivational, supportive, assertive, and decisive.
Excellent verbal and written communication skills.
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 of related experience in automotive service management.
Completion of a two-year college or technical school program recommended, or an equivalent combination of education and experience.
Current, valid driver’s license issued in state of residence.
Equipment Safety Certification.
ASE Certification C1– Service Consultant required.
State Inspection License Required (where applicable).

Nice To Haves

ASE Certification P2 – Parts Specialist recommended.
ASE Certification G1 – Maintenance and light repair recommended.

Responsibilities

Prioritize workplace safety by following all safety policies, completing safety training, locking out unsafe equipment, and reporting unsafe conditions or actions.
Build an extraordinary team that delivers a superior customer experience by hiring the best associates, developing them through LMS, vendor, and T.I.A. training, and supporting their career paths and ASE certifications.
Properly schedule the team to meet customer needs during all hours of operation.
Communicate effectively with the team through daily huddles and bi-monthly store meetings.
Monitor email for customer appointments and communication.
Train, support, and deliver the 5 for 5 process to educate customers on vehicle conditions and partner on solutions.
Control the dispatching and assignment of work orders to technicians based on the first available technician who can perform the work properly.
Attend off-site meetings and training sessions several times per year.
Ensure satisfactory maintenance, appearance, and condition of the facility and equipment, complying with all codes and ordinances.
Manage the daily preparation and securing of the location, service desk, and equipment.
Maintain a clean service department throughout the business day and inspect customer waiting areas and parking lots for cleanliness.
Enter any facility or equipment issues into the designated database.
Enforce strict compliance with the service Code of Ethics and all municipal, state, and federal regulations.
Communicate with other levels of management to ensure compliance with service standards and company policies.
Serve as policy administrator in the assigned location.
Achieve all targeted levels of performance as outlined by leadership.