Service Manager

POSITION SUMMARY :
Manage all vehicle services, equipment, vehicle service teammates, and service instruction to increase capacity utilization through efficient/effective processing of tire and service demand.

RESPONSIBILITIES AND DUTIES : The responsibilities and duties of this role include, but are not limited to:

Manages Overall Automobile Service Operations: (~30% of the time )

• Manages all automotive service functions by overseeing continuous flow production through the proper implementation of the Integrated Store Operating System.
• Manages parts inventory and outside purchases, including assisting in maintaining stock inventory levels to minimize outside purchases.
• Manages the return of unused parts to vendors, including following up on credits, invoicing, etc.
• Reviews shop area, equipment and teammates for compliance with company safety procedure.
• Is familiar with basic OSHA laws.
• Responsible for control of store assets in service department area – ensures all equipment is in safe operating condition and that service area is clean and hazard free.
• Is responsible for shop safety including, but not limited to, use of and maintenance of safety equipment, i.e. glasses, eye wash stations, first aid kits, etc.
• Oversees Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department.
• As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other physical duties that are necessary to meet customer relationship requirements.
• Enforces wheel torqueing by all personnel.
• Ensures that proper vehicle inspections are being conducted.
• Conducts intermittent reviews of Service Teammate inspection & service quality with a goal of eliminating documentation errors and missed add on sales opportunities.
  • Service Managers are the last line of defense for inspection quality and are expected to catch any missed estimating opportunities.

Manages People (~30% of the time ):

• Directly and indirectly selects service department teammates.
• Interviews prospective vehicle service teammates, determining qualifications for open positions and assists Store Manager on final employment decisions.
• Supervises the work of technicians and service personnel, planning and scheduling their duties, assigning special work duties, following up on completion of assignments.
• Ensures that the service department is staffed at the optimum level of number and quality of teammates.
• Creates a highly motivated team environment/climate.
• Is responsible for service teammate area organization and professionalism to provide both a positive teammate and customer experience. This includes teammate changing areas, stock room, restroom and break areas.
• Develops technicians at every level. Specifically grows lower-level technicians by putting them with the right person to shadow, teaching processes/procedures, and ensuring safety so they can develop into a higher- level technician.
• Develops, instructs, and educates teammates in product, position, and selling areas which are appropriate through on-the-job training and BSRO Education or external educational programs, like ASE.
• Maintains ultimate performance standards and holds vehicle service teammates accountable through performance appraisals.

Customer Service and Sales Activities (~30% of the time ):

• Directly handles customers in areas of sales, service, complaints, adjustments, etc., including greeting and handling customers to conclusion in store and over telephone. o Handles customer complaints and tire adjustments.
• Develops customer loyalty and retention through relationship selling.
• Grows profit through service or tire recommendations as needed by the customer, including alignments, flushes, scheduled maintenance services, etc.
• Keeps current on special event promotions for suggestive selling.
• Meets or exceeds customer’s service expectations.
• Assists with the BOSS in more complex repair estimates.
• Solicits and promotes customer use of CFNA Credit Card as frequently as possible. Miscellaneous Functions (~10% of the time)
• Opens and/or closes the store as required and directed, which includes cash control and asset protection.
• Attends all store, area, and special meetings as required by store or area management.
• Practices courtesy, honesty, and good judgment with all customers and store teammates.
• As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other physical duties that are necessary to meet customer relationship requirements.
• Other duties and tasks as assigned by store or area manager.