Service Manager II (SMII)

REPORTING TO: Service Manager

EMPLOYMENT CLASSIFICATION: Exempt

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:

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. Carry out all required duties and responsibilities of the Assistant Manager position.
3. Learn the VIP way of building an extraordinary team that delivers a different and better customer experience to every customer.
4. 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
• 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
5. Facility and Equipment Maintenance
6. Procedural Compliance
7. Additional Responsibilities (Performs other functions as required.)

PERFORMANCE MEASUREMENT:

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:

1. Knowledge, Skills, and Abilities
2. Minimum Educational and/or Experience Level
3. Proven results Certificates, Licenses, and/or Registrations

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 SMII job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

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.