Assistant Service Manager - Westbrook, ME

Job Description

35 Riverside St, Portland, ME 04103, USA

The Assistant Manager supports VIP’s mission to earn automotive customers for life by leading the team to deliver a different and better customer experience. The role ensures safe operations, exceptional service, and high-performance results through the execution of VIP programs and standards.

• Prioritize workplace safety: follow all safety policies, complete training, lock out unsafe equipment, and report hazards.
• Serve customers: consult, build relationships, and educate them about vehicle conditions based on mileage and MPI inspection.
• Achieve above‑average success in customer engagement measured by VIP Sales & Execution (SAX) score.
• Execute all managerial duties assigned by the Service Manager and help lead the team to deliver a different and better customer experience.
• Learn and successfully execute VIP processes, including:
  • Help develop a superior team: ensure all associates have completed required LMS training, vendor training, and obtain T.I.A basic automotive service certification.
  • Sign up associates for ASE certifications and provide study material.
  • Effectively communicate with the team throughout the day, daily huddles, and bi‑monthly store meetings.
  • Monitor e‑mail for customer appointments and communication.
  • Train, support, and deliver the 5 for 5 process to educate customers about vehicle conditions and partner on solutions.
  • Control dispatching and assignment of work orders to technicians using the first‑available guideline.
  • Attend off‑site meetings and training sessions as needed (typically several times per year).
• Facility and equipment maintenance: maintain appearance, condition, and cleanliness of facility and equipment; prepare location and service desk each day; secure unclaimed customer vehicles at close of business.
• Procedural compliance: enforce strict compliance with the service Code of Ethics and all municipal, state, and federal regulations.
• Additional responsibilities: communicate with other levels of management, serve as policy administrator when Service Manager is not on site, and perform other functions as required.

• Knowledge, skills, and abilities: strong; excellent verbal and written communication; sound business sense; strong organization and time management; comprehensive understanding of automotive servicing and the industry.
• Minimum experience:
  
  two years related experience in automotive service management; two‑year college or technical school program recommended; or equivalent combination of education and experience.
• Required certifications and licenses: current valid driver’s license; ASE Certification P2 – Parts Specialist recommended; ASE Certification G1 – Maintenance and light repair recommended;
  State Inspection License required (where applicable).

• Standard expectation: 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.