Service Manager - Billerica, MA

VIP Auto•Billerica, MA

63d•Onsite

About The Position

The Service Manager is an inspirational leader responsible for fostering an exceptional customer experience and a positive team culture. This role involves ensuring a safe workplace, building and developing a high-performing team, maintaining facility and equipment, and ensuring compliance with all regulations and company policies. The Service Manager plays a key role in achieving targeted performance levels and upholding VIP's mission to earn automotive customers for life.

Requirements

Strong people management and leadership skills, motivational, supportive, assertive and decisive.
Excellent verbal and written communication.
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 related experience in automotive service management.
Completion of 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 and ensure compliance with all safety policies and regulations.
Build and develop an extraordinary team through effective hiring, training, coaching, and career pathing.
Ensure associates complete all required LMS, vendor, and T.I.A. basic automotive service certifications.
Sign up associates for and provide study materials for applicable 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 about vehicle conditions and 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 as needed.
Ensure satisfactory maintenance, appearance, and condition of the facility and equipment.
Manage daily preparation of the location, service desk, and equipment before business hours, and secure the location and customer vehicles at close of business.
Ensure appropriate steps are taken to maintain a clean service department throughout the business day.
Inspect customer waiting areas and parking lots for cleanliness daily before opening.
Enter any facility or equipment issues into the appropriate database.
Enforce strict compliance with the service Code of Ethics and all municipal, state, and federal regulations.
Communicate with other levels of management as needed to ensure compliance with service standards and company policies.
Serve as policy administrator in the assigned location.