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Service Manager II
3 weeks ago
Tuesday, May 7, 2024
GENERAL SUMMARY:
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.
ESSENTIAL DUTIES & 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.
Carry out all required duties and responsibilities of the
Assistant Manager
position.
Learn the VIP way of building an extraordinary team that delivers 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
Hire the best associates in the area
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
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
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
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
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 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:
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:
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
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)
ESSENTIAL JOB FUNCTIONS
include the following. Other duties may be assigned.
The work environment characteristics described here are representative of those associate encounters while performing the essential functions of the
SMII
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
The physical demands described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. 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
Less than 1/3 of Time
1/3 to 2/3 of Time
More than 2/3 of Time
Reaching
Standing
Pushing / Pulling
Walking
Climbing
Kneeling
Essential Weightlifting/Force Exertion Requirements
Listed below is a table which summarizes the amount of time spent and weight lifted, or force exerted in the position.
Less than 1/3 of Time
1/3 to 2/3 of Time
More than 2/3 of Time
More than 21lbs.
Up to 20lbs.
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Color Vision (ability to identify and distinguish colors)
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 given point)
Depth Perception (three-dimensional vision, ability to judge distances and spatial relationships)
Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)
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