Head of Client Support Services

TITLE: Service Manager II (SMII)

REPORTING TO: Service Manager EMPLOYMENT CLASSIFICATION: Exempt
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.
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.
Learn the VIP way of building an extraordinary team that delivers a different and better customer experience to every customer.
Hire the best associates in the area
Ensure all associates have taken and passed all their required LMS training
Have all associates complete any and all relevant vendor training
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 make sure they can meet our customers' needs all hours of operation
Effectively communicate with the team throughout the day, daily huddles, and bi-monthly store meetings
Monitor e-mail throughout the day for customer appointments and communication
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
Attend off site meetings and training sessions as needed, typically, several times per year

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
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.
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:

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

STANDARD MANAGEMENT WORK WEEK:

• 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
Strong people management and leadership skills, motivational, supportive, assertive, and decisive

• Strong organization and time management skills
• A comprehensive understanding of automotive servicing and the industry

Two years related experience in automotive service management

• Proven results Certificates, Licenses, and/or Registrations
• Equipment Safety Certification
• ASE Certification C1- Service Consultant required
• ASE Certification P2 - Parts Specialist recommended
• State Inspection License Required (where applicable)

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.
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