Technician/Advisor - Waterville, ME

VIP, Inc.; Waterville (ME); On-site; USD 22,000 - 33,000; Full time

Job summary

VIP, Inc. seeks a Tech-Advisor to join our service team in Waterville, combining counter service and shop technician duties to educate customers about vehicle conditions and VIP processes, delivering a different and better experience.

You will complete LMS and vendor training and pursue BATS, TPMS, ASE certifications while helping the team meet safety, quality, and productivity targets through effective communication and collaboration.

Qualifications

• Customer-focused service orientation and ability to work at the counter as service writer and in the shop as technician.
• Willingness to complete LMS training and vendor trainings.
• Pursue BATS, TPMS, and ASE certifications as part of professional development.
• Strong communication and teamwork to deliver VIP’s better customer experience.

Responsibilities

• Ensure workplace safety is priority and report unsafe conditions.
• Serve customers at the counter, educate them about vehicle condition per VIP processes.
• Perform shop work as technician and complete services per VIP standards.
• Complete all required LMS and vendor trainings and certifications (BATS, TPMS, ASE).
• Strive for strong customer engagement and productive billed hours.
• Learn VIP processes and assist the team in delivering a better customer experience.
• Maintain facility and equipment, and report issues as needed.
• Ensure compliance with service ethics and regulations.
• Coordinate with management and participate in meetings as required.

Job description

TITLE: Tech-Advisor (T/A)

REPORTING TO: Service Manager

EMPLOYMENT CLASSIFICATION: Non-exempt / hourly

GENERAL SUMMARY:

The Tech-Advisor lives VIP’s mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by learning the VIP culture and processes to help the team ensure that all customers get a different & better experience. A Tech‑Advisor must be able to work effectively with team members to ensure effective communication, teamwork, and operation in serving customers at their location. The Tech‑Advisor delivers an exceptional customer experience and high-performance results through helping the team achieve execution of VIP programs and standards.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Makes sure that workplace safety is Priority #1. Follows all safety‑related training, locks out any unsafe equipment, and reports any unsafe conditions or actions to a member of Management.

2. Work at the counter as a service writer necessary, serving customers by consulting with them, building relationships with them, and by following the VIP processes to educate them about the condition of their vehicle, based on mileage and results of the MPI vehicle inspection.

3. Work in the shop as a technician when necessary, taking work orders as assigned by management, and completing all required services on customers’ vehicles in accordance with VIP standards and procedures.

4. Fulfill all required training and certification for both the positions of Service Writer and Installation Technician and be able to successfully carry out the required duties of both.

5. Achieve better than average success in customer engagement and production of billed hours as measured by VIP Tech‑Advisor productivity.

6. Learn and be able to successfully execute all activities as assigned by the Service Manager and help the team deliver a different and better customer experience to every customer.

7. Learn VIP’s processes and be prepared to successfully execute the essential duties and responsibilities listed below.

• Take and pass all required and assigned LMS training.
• Complete all relevant vendor training.
• Become T.I.A basic automotive tire service (BATS) certified.
• Become T.I.A. advanced TPMS certified.
• Become ASE certified.
• Effectively communicate with the team throughout the day, daily huddles, and bi‑monthly store meetings.
• When assigned to the counter, 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.

8. 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.
• Ensures appropriate steps are taken to maintain a clean service department throughout the business day.
• Any facility or equipment issues should be entered into the facility or equipment database.

9. 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 management to ensure compliance with service standards and company policies.

PERFORMANCE MEASURMENT:

• The Tech-Advisor 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 40 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.

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