Service Manager - Worcester, MA

VIP Auto•Worcester, MA

2d•Onsite

About The Position

The Service Manager is an inspirational leader responsible for fostering an exceptional customer experience and a positive team environment. This role involves setting high expectations for team members to ensure every customer interaction is outstanding, aligning with VIP's mission to earn automotive customers for life. The Service Manager also plays a key role in creating a supportive and engaging workplace where employees feel valued, prepared, and find personal success within the VIP family. Maintaining a safe workplace and ensuring compliance with all regulations are also critical aspects of this position.

Requirements

Strong people management and leadership skills, including being 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.
An equivalent combination of education and experience.
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).

Nice To Haves

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

Responsibilities

Ensure workplace safety is the top priority, adhering to all safety policies, completing safety training, and reporting unsafe conditions.
Build and develop an extraordinary team that delivers a superior customer experience by hiring the best associates, providing ongoing training (LMS, vendor, T.I.A. basic automotive service certification, ASE certifications), conducting career pathing, and ensuring proper scheduling.
Communicate effectively with the team through daily huddles and bi-monthly store meetings, and monitor email for customer appointments and communication.
Train, support, and deliver the 5 for 5 process to educate customers about their vehicle's condition 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, as well as customer vehicles.
Maintain a clean service department throughout the business day and inspect the customer waiting area and parking lot 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 the policy administrator in the assigned location.