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.