Assistant Service Manager - Auburn, ME

VipautoAuburn, ME, US

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Overview

The Assistant Manager lives VIP's mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by learning the VIP culture and management processes to help the Service Manager ensure that all customers get a different & better experience. As the second in charge at the location, the Assistant Manager must be able to lead the team when the Service Manager is not working, ensuring effective communication, teamwork, and operation in serving customers at their location. The Assistant Manager ensures that the team operates under safe conditions according to established policies and procedures and in compliance with federal and state regulations. The Assistant Manager delivers an exceptional customer experience and high-performance results through helping the team achieve execution of VIP programs and standards.

Responsibilities

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.
Serve 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.
Achieve better than average success in customer engagement as measured by VIP Sales & Execution (SAX) score.
Learn and be able to successfully execute all managerial activities as assigned by the Service Manager and help lead the team to deliver a different and better customer experience to every customer.
Learn VIP's processes and be prepared to successfully execute the essential duties and responsibilities listed below

Help the Service Manager develop a superior team

Ensure all associates have taken and passed all their required LMS training

Have all associates complete any and all relevant vendor training

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

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 customers about their vehicle's conditions and partnering with them on any necessary solutions

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

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

Facility and Equipment Maintenance : ensure satisfactory maintenance, appearance, and condition of facility and equipment to meet safety, security and environmental codes; manage daily preparation of location, service desk, and equipment; maintain a clean service department; inspect customer waiting area and parking lot for cleanliness; log facility / equipment issues in the appropriate database

Procedural Compliance : enforce strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures

Additional Responsibilities : communicate with other levels of management to ensure compliance with service standards and company policies; serve as policy administrator in assigned location when the Service Manager is not on site

Performance Measurement

The Assistant Manager 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 at shift start time, and work all scheduled hours as directed by management team.

Required Qualifications

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

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

Proven results Certificates, Licenses, and / or Registrations

Current, valid driver's license issued in state of residence

ASE Certification P2 – Parts Specialist recommended

ASE Certification G1 – Maintenance and light repair recommended

State Inspection License Required (where applicable)

Essential Job Functions

Essential job functions are described here. Other duties may be assigned. Work environment includes an indoor service department and exposure to varying weather, machinery, chemicals, and noise; protective eyewear is required in the service area. Reasonable accommodations available to enable individuals with disabilities to perform essential functions.

Physical Demands

Typical physical activity requirements include reaching, standing, pushing / pulling, walking, climbing, and kneeling with varying time allocations. Protective back support belts may be required for some activities. Vision requirements include close, distance, color, peripheral, depth perception, and the ability to adjust focus. Lifting requirements and weights are specified as part of role responsibilities. This section does not include all possible physical activities and conditions encountered on the job.

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Assistant Manager Service • Auburn, ME, US