Service Manager - West Hartford CT

VIP Tires & Service•West Hartford, CT

7h•Onsite

About The Position

The Service Manager leads the service team to deliver an exceptional customer experience and support VIP’s mission to earn automotive customers for life. The role creates a team environment that recognizes high performers, encourages engagement and personal growth, maintains workplace safety, and ensures compliance with company policies and applicable regulations. The Service Manager is responsible for building and developing the team, supporting required training and certifications, scheduling staff to meet customer needs, communicating with associates, and coordinating the assignment of work orders. The role also oversees the daily readiness, cleanliness, maintenance, security, and condition of the service facility and equipment, and administers policies at the assigned location. The standard schedule is five days of work and a minimum of 50 hours per week. Duties are performed in an indoor service department that opens to the outdoors through overhead doors. The work environment 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.

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 the ability to analyze, prioritize, identify, and implement solutions.
Strong organizational and time-management skills.
Comprehensive understanding of automotive servicing and the 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 demands described, including standing, walking, reaching, pushing or pulling, climbing, kneeling, crawling, and lifting or exerting force.
Wear protective eyewear in the service area and protective back support belts during strenuous lifting or force exertion.

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.
An equivalent combination of education and experience may be considered.

Responsibilities

Make workplace safety the top priority by following safety policies, completing required safety training, locking out unsafe equipment, and reporting unsafe conditions or actions.
Build an extraordinary team by hiring strong associates, developing the team, and supporting associates’ career paths through structured coaching sessions.
Ensure associates complete required LMS training and relevant vendor training, and obtain T.I.A. basic automotive service certification.
Sign associates up for applicable ASE certifications and provide study materials.
Schedule the team to meet customer needs throughout operating hours.
Communicate with the team throughout the day, including 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 discuss necessary solutions.
Dispatch and assign work orders to technicians, following the guideline that the first available technician able to perform the work properly receives the work order.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility’s satisfactory condition, appearance, and maintenance in compliance with security, safety, and environmental codes and ordinances.
Maintain equipment and ensure the team has the resources needed to meet customer needs.
Prepare the location, service desk, and equipment before business opens; recover and secure the location and unclaimed customer vehicles at close.
Maintain a clean service department throughout 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 at the assigned location.
Achieve performance targets outlined by leadership through various reports.
Arrive before each shift, be ready to work at shift start, and work all scheduled hours as directed by management.
Perform other duties as required.