Service Manager - Waterbury CT

VIP Auto•Waterbury, CT

21h

About The Position

The Service Manager provides inspirational leadership in support of VIP’s mission to earn automotive customers for life and its vision of a workplace where team members feel appreciated, prepared, successful, and enjoy serving others. The role builds a working environment that attracts and recognizes high-performing, career-minded people, encourages engagement, and supports personal growth. The Service Manager maintains a safe workplace and ensures compliance with company policies and applicable federal, state, and local regulations. The position leads team hiring, training, coaching, scheduling, communication, and work-order dispatch. It supports associates’ development through required training, vendor training, automotive service certification, career-path coaching, and applicable ASE certifications. The Service Manager also maintains the facility and equipment, prepares and secures the location each business day, and ensures cleanliness and customer-service standards are met. The role is based in an indoor service department that opens to the outdoors through overhead doors. The work may involve 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 work week is five days and a minimum of 50 hours per week; the manager must work scheduled hours as directed.

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 sense and 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 C1 – Service Consultant certification required.
State Inspection License required where applicable.
Ability to meet the physical demands of the job, including standing, walking, reaching, pushing or pulling, climbing, kneeling, crawling, and lifting or exerting force.
Vision capabilities include close, distance, color, and peripheral vision, depth perception, and 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 P2 – Parts Specialist certification recommended.
ASE G1 – Maintenance and Light Repair certification recommended.

Responsibilities

Make workplace safety the top priority; follow safety policies, complete safety training, lock out unsafe equipment, and report unsafe conditions or actions.
Hire associates and build a high-performing team that delivers an exceptional customer experience.
Ensure associates complete and pass 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; enroll associates and provide study materials for applicable ASE certifications.
Schedule the team to meet customer needs throughout all hours of operation.
Communicate with the team throughout the day, including through daily huddles and bi-monthly store meetings; monitor email for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle conditions and discuss necessary solutions.
Dispatch and assign work orders to technicians according to the guideline that the first available technician capable of properly performing the work should receive the order.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility’s and equipment’s condition and appearance in compliance with security, safety, and environmental codes and ordinances, and ensure the team has necessary resources.
Prepare the location, service desk, and equipment before opening each day, and recover and secure the location and unclaimed customer vehicles at closing.
Maintain a clean service department during the business day and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility or equipment issues into the applicable 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 ensure compliance with service standards and company policies.
Serve as policy administrator for the assigned location.
Achieve performance targets established by leadership through various reports.
Arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed.