Service Manager - Brockton MA

VIP Auto•Brockton, MA

14h

About The Position

The Service Manager is an inspirational leader responsible for delivering an exceptional customer experience and building a team aligned with VIP’s mission and culture. The role develops and supports high-performing associates, promotes engagement and professional growth, maintains a safe workplace, and ensures compliance with company policies and applicable regulations. The manager oversees team hiring, training, scheduling, communication, coaching, and assignment of work orders. They also maintain the service facility and equipment, prepare the location for daily operations, and ensure the service department and customer areas remain clean and secure. The position is classified as exempt and has a standard expectation of five workdays and at least 50 hours per week.

Requirements

Strong people-management and leadership skills, including being motivational, supportive, assertive, and decisive.
Excellent verbal and written communication skills.
Sound business judgment and the ability to analyze, prioritize, identify, and implement solutions.
Strong organizational and time-management skills.
Comprehensive understanding of automotive servicing and the automotive industry.
Two years of related experience in automotive service management.
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 and vision requirements of the role, with reasonable accommodations where applicable.
Wear protective eyewear in the service area and protective back support belts during strenuous physical activities involving lifting and exerting force.
Work five days and a minimum of 50 hours per week, arrive before each shift, and work scheduled hours as directed.

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.

Responsibilities

Make workplace safety the top priority, follow safety policies and training requirements, lock out unsafe equipment, and report unsafe conditions or actions.
Hire and develop associates and build a team that delivers an exceptional customer experience.
Ensure associates complete required LMS and relevant vendor training and obtain T.I.A. basic automotive service certification.
Conduct structured coaching sessions, support associates’ career paths, and provide study materials for applicable ASE certifications.
Schedule the team to meet customer needs throughout all hours of operation.
Communicate with the team through daily huddles, bi-monthly store meetings, and ongoing communication throughout the day.
Monitor email for customer appointments and communications.
Train, support, and deliver the 5 for 5 process to explain vehicle conditions and discuss solutions with customers.
Dispatch and assign work orders to technicians according to the guideline that the first available qualified technician receives the work.
Attend off-site meetings and training sessions as needed.
Maintain the facility’s appearance and condition in compliance with security, safety, and environmental codes and ordinances.
Maintain equipment and ensure the team has the resources needed to serve customers.
Prepare the location, service desk, and equipment before opening, and recover and secure the location and unclaimed customer vehicles at closing.
Keep the service department clean and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility or equipment issues into the relevant database.
Enforce 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 the policy administrator for the assigned location.
Achieve performance targets established by leadership.