Service Writer - Billerica, MA

TITLE: Service Writer

REPORTING TO: Service Manager EMPLOYMENT CLASSIFICATION: Non-exempt / hourly

GENERAL SUMMARY:

The Service Writer 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 Service Writer must be able to work effectively with team members to ensure effective communication, teamwork, and operation in serving customers at their location. The Service Writer 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 policies, completes all safety-related training, locks out any unsafe equipment, and reports any unsafe conditions or actions to a member of Management.

2. 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.

3. Achieve better than average success in customer engagement as measured by VIP Sales & Execution (SAX) score

4. 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.

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

a. Take and pass all required and assigned LMS training

b. Complete any and all relevant vendor training

c. Become T.I.A basic automotive tire service (BATS) certified

d. Become T.I.A. advanced TPMS certified

e. Become ASE certified

f. Effectively communicate with the team throughout the day, daily huddles, and bi-monthly store meetings

g. Monitor e-mail throughout the day for customer appointments and communication

h. 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

i. 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

j. Attend off site meetings and training sessions as needed. Typically, several times per year

6. Facility and Equipment Maintenance

a. Ensures satisfactory maintenance, appearance, and condition of facility to comply with security, safety and environmental codes and ordinances

b. Ensures satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the resources they need to meet our customer's needs

c. 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

d. Ensures appropriate steps are taken to maintain a clean service department throughout the business day

e. Inspects customer waiting area and parking lot for cleanliness each day prior to opening for business

f. Any facility or equipment issues should be entered into the facility or equipment database

7. Procedural Compliance

a. 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.

7. Additional Responsibilities (Performs other functions as required.)
• Communicates with management as needed to ensure compliance with service standards and company policies

PERFORMANCE MEASURMENT:
• The Service Writer 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

REQUIRED QUALIFICATIONS:

1. Knowledge, Skills, and Abilities
• 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

2. Minimum Educational and/or Experience Level
• One year of related experience in automotive service field
• Completion of two-year college or technical school program recommended
• Or an equivalent combination of education and experience

3. 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.

Work Environment

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of the Service Manager 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

Sitting

Reaching

Standing

Pushing / Pulling

Walking

Climbing

Kneeling

Crawling

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.

Essential Vision Requirements

• 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)