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. 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. #J-18808-Ljbffr Firestone Complete Auto Care