Service Manager II - Billerica. MA

200 Boston Rd, North Billerica, MA 01862, USA Job Description Posted Tuesday, December 16, 2025 at 5:00 AM REPORTING TO: Service Manager EMPLOYMENT CLASSIFICATION: Exempt

GENERAL SUMMARY:

The SMII lives VIP’s mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by learning the VIP culture and management processes while serving in place of an Assistant Manager as a permanent member of a VIP team. An SMII has been identified as having a high potential to develop into a successful Service Manager in the future. The SMII is in development to be prepared to lead a team to ensure effective operation in serving customers at their location. The SMII ensures that the team operates under safe conditions according to established policies and procedures and in compliance with federal and state regulations. The SMII will deliver an exceptional customer experience and results through helping the team achieve execution of VIP programs and standards.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Makes sure that workplace safety is Priority #1. Follows all safety policies, completes all safety-related training, locks out any unsafe equipment, and reports any unsafe conditions or actions to a member of Management. Carry out all required duties and responsibilities of the Assistant Manager position. Learn the VIP way of building an extraordinary team that delivers a different and better customer experience to every customer. Learn VIP’s processes and be prepared to successfully execute the essential duties and responsibilities listed below Hire the best associates in the area Develop a superior team Ensure all associates have taken and passed all their required LMS training Have all associates complete any and all relevant vendor training Make sure all associates are T.I.A basic automotive service certified Career path with associates during structured associates coaching sessions Sign up associates and provide study material for any applicable ASE certifications Proper scheduling of the team to meet customer needs during all hours of operation Effectively communicate with the team throughout the day, through daily huddles and bi-monthly store meetings Monitor e-mail for customer appointments and communication Train, support and deliver the 5 for 5 process to educate customers about vehicle conditions and partnering on necessary solutions Control the dispatching and assignment of work orders to technicians using the guideline of the first available technician that can perform the work properly Attend off-site meetings and training sessions as needed Facility and Equipment Maintenance Ensures satisfactory maintenance, appearance, and condition of facility to comply with security, safety and environmental codes and ordinances Ensures satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the resources they need to meet customer needs Manages daily preparation of location, service desk, and equipment prior to start of business each day and the recovery and securing of location and unclaimed customer vehicles at close of each business day Ensures appropriate steps are taken to maintain a clean service department throughout the business day Inspects customer waiting area and parking lot for cleanliness each day prior to opening Enter any facility or equipment issues into the facility or equipment database Procedural Compliance Enforces strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures pertaining to the operation of the location. Additional Responsibilities (Performs other functions as required.) Communicates with other levels of management as needed to ensure compliance with service standards and company policies Serves as policy administrator in assigned location

PERFORMANCE MEASUREMENT:

The SMII supports the Service Manager to help the team achieve all targeted levels of performance as outlined by leadership through various daily, weekly, and monthly reports.

STANDARD MANAGEMENT WORK WEEK:

SCHEDULE: The standard expectation is 5-day work and minimum 50 hours per week. ATTENDANCE: Arrive prior to each work shift, be ready to perform duties upon shift start time, and work all scheduled hours as directed by management team

REQUIRED QUALIFICATIONS:

Knowledge, Skills, and Abilities 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 Minimum Educational and/or Experience Level Two years related experience in automotive service management Completion of a two-year college or technical school program recommended Or an equivalent combination of education and experience Proven results Certificates, Licenses, and/or Registrations Current, valid driver’s license issued in state of residence ASE Certification P2 – Parts Specialist recommended ASE Certification G1 – Maintenance and light repair recommended State Inspection License Required (where applicable) ESSENTIAL JOB FUNCTIONS include the following. Other duties may be assigned. The work environment characteristics described here are representative of those associate encounters while performing the essential functions of the SMII job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Job duties are performed within an indoor service department (generally 800 to 2500 sq. ft.), which opens to the outdoors via overhead doors. While performing the duties of this job, the associate is exposed to varying weather, climate and temperature conditions, mechanical equipment, automotive and industrial cleaning chemicals, and noise levels that may reach 110 decibels depending upon type of service being performed. Protective eyewear must be worn in the service area at all times. Physical Demands The physical demands described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following describes the essential physical activity requirements. Essential Physical Activity Requirements Less than 1/3 of Time 1/3 to 2/3 of Time More than 2/3 of Time Reaching Standing Pushing / Pulling Walking Climbing Kneeling Essential Weightlifting/Force Exertion Requirements Listed below is a summary of time spent and weight lifted, or force exerted. Less than 1/3 of Time 1/3 to 2/3 of Time More than 2/3 of Time More than 21 lbs. / Up to 20 lbs. Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more) Color Vision (ability to identify and distinguish colors) Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point) Depth Perception (three-dimensional vision, ability to judge distances and spatial relationships) Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus) ACKNOWLEDGEMENT: This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. 200 Boston Rd, North Billerica, MA 01862, USA #J-18808-Ljbffr Vipauto