Service Manager - Worcester, MA

TITLE: Service Manager


REPORTING TO: District Manager / Market Manager EMPLOYMENT CLASSIFICATION: Exempt

GENERAL SUMMARY:

The Service Manager:
• Must be an inspirational leader who lives VIP's mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by setting expectations such that VIP team members deliver an exceptional experience for every customer.
• Fulfills VIP's vision where all VIP Professionals love their jobs because they are appreciated, well-prepared, enjoy serving others, and find personal success as a member of the VIP family.
• Creates a working environment aligned with VIP's team culture that attracts and recognizes high-performing, career-minded people, encourages engagement from everyone, and fosters personal growth.
• Maintains a safe workplace and ensures compliance with all policies and federal, state and local regulations.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. 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.

2. Team Building: Build an Extraordinary Team that delivers a different and better customer experience to every customer

a. Hire the best associates in the area

b. Develop a superior team

i. Ensure all associates have taken and passed all of their required LMS training

ii. Have all associates complete any and all relevant vendor training.

iii. Make sure all associates are T.I.A basic automotive service certified

iv. Career path with associates during structured associates coaching sessions

v. Sign up associates and provide study material for any applicable ASE certifications

c. Proper scheduling of the team to make sure they are able to meet our customers needs all hours of operation.

d. Effectively communicate with the team throughout the day, daily huddles and bi-monthly store meetings.

e. Monitor e-mail frequently for customer appointments and communication.

f. Train, support and deliver the 5 for 5 process to educate our customers about their vehicle's conditions and partnering with them on any necessary solutions.

g. Control the dispatching and assignment of work orders to technicians using the guideline of the first available technician that can perform the work properly should receive the work order.

h. Attend off site meetings and training sessions as needed, typically, several times per year.


2. 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 our customer's 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 for business
• Any facility or equipment issues should be entered into the facility or equipment database

3. 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.

4. 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 MEASURMENT:
• Achieves all targeted levels of performance as outlined by leadership through various 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:

1. 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

2. Minimum Educational and/or Experience Level
• 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

3. Proven results Certificates, Licenses, and/or Registrations
• Current, valid driver's license issued in state of residence
• Equipment Safety Certification
• ASE Certification C1- Service Consultant required
• 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.

Work Environment

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of the Service Manager 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 to2500 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. Listed below is a table that summarizes the physical activities associated with the position and the average amount of time required of each physical activity. Protective back support belts must be worn while performing strenuous physical activities involving lifting and exerting force.

Essential Physical Activity Requirements

Less than 1/3 of Time

1/3 to 2/3 of Time

More than 2/3 of Time

Sitting

Reaching

Standing

Pushing / Pulling

Walking

Climbing

Kneeling

Crawling

Essential Weightlifting/Force Exertion Requirements

Listed below is a table which summarizes the amount of time spent and weight lifted, or force exerted in the position.

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 20lbs.

Essential Vision Requirements

• 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)