Automotive Service Manager
Under direction of the Store Manager is responsible for the management of tire, lubrication and mechanical repair for customers vehicles. Plans, organizes, observes, leads and controls the flow of service work through the service department in a professional , cost efficient and timely manner while ensuring quality repairs are completed. Involved in shop production , visible in shop, and assists Sales Persons in communicating repair time expectations and best interest of the customer to ensure accountability of staff. Manages an on-time parts inventory to meet repair demands. During high volume periods, assists Store Manager and Sales Persons in the sales process with customers and answering of phones.
Minimum Education - High School graduate or comparable vocational training.
Required Knowledge - Working knowledge of auto and repair shop operations. Knowledge of strategies to provide quality customer service. Knowledge of supervisory techniques and processes.
Required Experience - Must have a minimum of two years tire and auto repair management experience or auto technician knowledge. Previous customer service and customer relations and employee relations experience is essential.
Required Skills - Customer service skills in a fast-paced, high volume retail environment where tact and diplomacy are essential to sales and store operations. Strong communication and management skills are essential. Must be proficient with applicable computer processes and automotive -related software.
Physical Demands / Work Environment Requirements
Vision, hearing , speech , movements requiring the use of wrists, hands and/or fingers. Stands about 100 percent of the time and works adjacent to shop floor environment with moderate noise levels and comparable heating/lighting. Works at sales counter when needed., which requires walking to customers vehicles , driving with customers, and bending and twisting to observe vehicle. May be required to lift up to 80 pounds objects and move to 25 feet without assistance; load or unload delivery trucks. Must have the ability to work the hours and days required to complete the essential functions of the position , as scheduled. Must have a valid Alabama driver's license with a driving record acceptable to the Company's insurance carrier to operate company and customers vehicles.
Learning,thinking, concentration and the ability to work under pressure, particularly during busy times in the store. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers ,employees and customers, and exercise self control and diplomacy in customer and employee relations situations. Must be able to resolve complex human resources issues and effective corrective actions for workplace violations. Must have the ability to exercise discretion as well as appropriate judgments' when necessary.
ESSENTIAL FUNCTIONS and BASIC DUTIES
Schedules and assigns Repair Order Requests to appropriate Mechanic or Tire/Lube Technician. Periodically reviews quality of workmanship to ensure compliance with Company Standards. May road test vehicle before or after completion of job. Inspects work to be certain that all authorized work is completed and billed properly and that the work order is correct.
Manages the Courtesy Check process to ensure consistency and compliance by shop personal.
Works the schedule posted by Store Manager; which includes Saturday hours.
Focuses on customer service and sales process to a greater extent on Saturdays to meet customer expectations.
Manages shop equipment assets to include maintenance and purchase of capital equipment. Interacts with Store Manager to request equipment through the budgeting process.
Manages through subordinate personnel the inventory of auto parts, shop supplies and other expendable materials for efficient and profitable operation of store. Ensures the timely acquisition of parts to maintain excellent customer service. Has responsibility for efficient use and allocation of parts and material to ensure the profitability of the store. Ensures account codes and approvals are recorded for parts and supplies ordered.
May interact directly with customers to sell repair services, tires and other parts when customer volume is high. Assists Sales Person to diagnose and analyze customer complaints or vehicle malfunctions. Utilizes and trains on Activant, Mitchell Repair , All-Data , Identifix and service manuals to research service issues , as required.
Maintains shop bays in a state of maximum cleanliness and working order. Ensures
employees are in compliance with Company Quality Control Program, Company Safety Policy, OSHA and EPA regulations. Wears safety glasses at all times in shop area.
Adheres to working schedule and utilizes time clock per Company guidelines.
Inspects each vehicle for cleanliness before releasing it to customer. Communicates with customers concerning complaints. Ensures customers are satisfied with solutions to problems and that the solution is considered reasonable and equitable.
Manages the departmental financial budget and controls costs to ensure store profitability , including schedules and monitors personnel work hours. Assists Store Manager with daily sales and vendor invoice reconciliation. Utilizes Labor and Parts Matrices to generate retail prices. Reviews payroll submissions by shop personnel and makes approvals as necessary.
May Hire and supervises service department personnel. Monitors their performance in servicing customers. Manages the performance evaluation for shop personnel. Provides training on administrative polices and procedures for department personnel. Encourages Mechanics and Lube/Tire Technicians to maintain their skills through periodic technical training on new systems and components offered by suppliers and manufactures. Monitors the performance of repair shop personnel. Initiates corrective action for departmental personnel if necessary.
Gipson's Tires has three locations in Prattville, Montgomery and Millbrook and have been in business for over 33 years. We offer our customers and employees the latest technical equipment and tools. With a modern shop and a great car count at all locations, there is a place for personal and professional improvement for any motivated individual.
Tue, 9 May 2017 09:30:45 PDT