Service Manager - Augusta, ME

VIP, Inc.; Augusta (ME); On-site; USD 65,000 - 90,000; Full time

Job summary

VIP, Inc. in Augusta, ME is seeking a Service Manager to lead a high-performing automotive service team and drive an exceptional customer experience.

You will ensure safety, maintain equipment and facility standards, and enforce service policies while coaching staff toward professional growth.

This role requires strong leadership, two years of automotive service management experience, ASE certifications, and the ability to schedule and coordinate service operations across the location.

Qualifications

• 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.
• 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)

Responsibilities

• Maintain safety and compliance with service policies and regulations.
• Build and lead an extraordinary team to deliver top customer service.
• Schedule and deploy staff to meet customer needs across all hours.
• Train, coach, and develop associates; monitor LMS and vendor trainings.
• Oversee facility and equipment readiness and daily location prep.

Skills

People management

Leadership

Communication

Safety & compliance

Education

Two-year college or technical school program

Equivalent education/experience

Job description

TITLE: Service Manager

REPORTING TO: District Manager / Market ManagerEMPLOYMENT 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 EquipmentMaintenance

Ensures satisfactory maintenance, appearance, and condition of facility to comply with security, safety and environmental codes andordinances.

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 businessday

Ensures appropriate steps are taken to maintain a clean service department throughout the businessday

Inspects customer waiting area and parking lot for cleanliness each day prior to opening forbusiness

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 companypolicies

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 anddecisive

Excellent verbal and written communication

Sound business sense, with the ability to analyze, prioritize, identify and implementsolutions

Strong organization and time managementskills

A comprehensive understanding of automotive servicing and theindustry

2. Minimum Educational and/or ExperienceLevel

Two years related experience in automotive servicemanagement

Completion of two-year college or technical school programrecommended

Or an equivalent combination of education andexperience

3. Proven results Certificates, Licenses, and/or Registrations

Current, valid driver’s license issued in state ofresidence

Equipment SafetyCertification

ASE Certification C1– Service Consultantrequired

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

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 Physical Activity Requirements

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 orless)
• Distance Vision (clear vision at 20 feet ormore)
• Color Vision (ability to identify and distinguishcolors)
• 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 givenpoint)
• Depth Perception (three-dimensional vision, ability to judge distances and spatialrelationships)
• Ability to adjust focus (ability to adjust the eye to bring an object into sharpfocus)