Head of Services - Support and Managed

Service Manager
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.
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.
Team Building: Build an Extraordinary Team that delivers a different and better customer experience to every customer
Ensure all associates have taken and passed all of 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 are able to 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 frequently 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

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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.

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Communicates with other levels of management as needed to ensure compliance with service standards and company policies

Performance Measurement:

~ Achieves all targeted levels of performance as outlined by leadership through various 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)

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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.
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: