Service Manager - Waterbury CT

VIP Tires & Service•Waterbury, CT

9h•Onsite

About The Position

The Service Manager leads the service team in delivering an exceptional customer experience and supporting VIP’s mission to earn automotive customers for life. The role builds a working environment that attracts and recognizes high-performing, career-minded team members, encourages engagement and personal growth, and maintains a safe workplace in compliance with company policies and applicable regulations. The manager hires, develops, trains, schedules, and coaches associates; supports their automotive and vendor training and applicable certifications; communicates with the team; and oversees customer education and work-order dispatch. The role also maintains the facility, equipment, service department, customer waiting area, and parking lot, and ensures locations are prepared for opening and secured at closing. The manager enforces the service Code of Ethics and applicable procedures, serves as the location’s policy administrator, and communicates with other management as needed. Performance is measured against targets established by leadership. The standard schedule is five days and a minimum of 50 hours per week. Work is performed in an indoor service department that opens to the outdoors, with 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; protective back support belts are required for strenuous lifting or exertion. The position involves sitting, reaching, standing, pushing or pulling, walking, climbing, kneeling, crawling, and lifting or exerting force, including loads over 21 pounds.

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 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.
Current, valid driver’s license issued in the state of residence.
Equipment Safety Certification.
ASE C1 Service Consultant certification.
State Inspection License where applicable.
Ability to meet the role’s physical demands, 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 when performing strenuous physical activities involving lifting or exertion.
Work five days and a minimum of 50 hours per week.

Nice To Haves

Completion of a two-year college or technical school program is recommended.
ASE P2 Parts Specialist certification is recommended.
ASE G1 Maintenance and Light Repair certification is recommended.
Equivalent combination of education and experience may be considered.

Responsibilities

Prioritize workplace safety, follow safety policies and training requirements, secure unsafe equipment, and report unsafe conditions or actions.
Hire, develop, and coach associates, including conducting structured career-path coaching sessions.
Ensure associates complete required LMS and relevant vendor training and achieve T.I.A. basic automotive service certification.
Sign up associates for applicable ASE certifications and provide study materials.
Schedule the team to meet customer needs throughout operating hours.
Communicate with the team through daily huddles, bi-monthly store meetings, and ongoing communication; monitor email for customer appointments and messages.
Train, support, and deliver the 5 for 5 process to educate customers about vehicle condition and necessary solutions.
Dispatch and assign work orders to technicians, using the first available qualified technician who can properly perform the work.
Attend off-site meetings and training sessions as needed, typically several times per year.
Maintain the facility and equipment in satisfactory condition and ensure compliance with security, safety, and environmental codes and ordinances.
Prepare the location, service desk, and equipment before opening; recover and secure the location and unclaimed customer vehicles at closing.
Keep the service department clean throughout the business day and inspect the customer waiting area and parking lot for cleanliness before opening.
Enter facility and equipment issues into the relevant database.
Enforce the service Code of Ethics and applicable municipal, state, and federal regulations and procedures.
Communicate with other management as needed to ensure compliance with service standards and company policies.
Serve as policy administrator for the assigned location and achieve performance targets established by leadership.
Arrive before each shift, be ready to work at shift start, and work scheduled hours as directed by management.