Service Manager

Overview Company Overview Bridgestone Retail Operations (BSRO) is part of Bridgestone Americas and employs over 22,000 teammates in North America. BSRO operates more than 2,200 company-owned stores, including Firestone Complete Auto Care, Tires Plus and Wheel Works locations. With locations across North America and more than $4.5 billion in tire and auto service sales, Bridgestone Retail Operations is the right place to build a career. We offer formal training, performance incentives, paid vacation and holidays, competitive healthcare packages for full-time and part-time employees, and a 401k plan. We believe in supporting teammates and championing all perspectives to build a diverse team. We are looking for teammates who bring their whole self to work and contribute to our mission to Serve Society with Superior Quality. Job Category Retail Position Summary Manage all vehicle services, equipment, service associates and service instruction to increase capacity utilization through efficient/effective processing of tire and service demand. Responsibilities 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 procedures. Is familiar with basic OSHA laws. Is responsible for control of store assets in the service department area. Is responsible for shop safety including use and maintenance of safety equipment (glasses, eye wash stations, first aid kits, etc.). Oversees the Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department. Maintains performance standards and conducts performance appraisals. Assists technicians in sophisticated diagnostics as needed. Manages all automotive service functions and prioritizes service tickets while coaching associates on technical and sales skills. Conducts intermittent reviews of Service Teammate inspection and service quality to eliminate documentation errors and missed add-on sales opportunities. The MVS is the last line of defense for inspection quality to reduce documentation errors and missed add-on sales opportunities. People Management Directly and indirectly hires service department associates. Interviews prospective employees and assists the Store Manager on final employment decisions. Supervises technicians and service personnel, planning and scheduling duties and following up on completion. Ensures adequate staffing and creates a motivated team environment. Maintains vehicle service teammate organization and professionalism to ensure positive teammate and customer experience. Develops technicians, mentoring and leveraging BSRO education opportunities to support career progression. Establishes performance standards and conducts performance appraisals; conducts group meetings as needed. Customer Service and Sales Activities Directly handles customers in sales, service, complaints, adjustments, etc., in-store and by phone. Handles customer complaints and tire adjustments; develops customer loyalty through relationship selling. Grows profit through service or tire recommendations (alignments, flushes, scheduled maintenance, etc.). Keeps current on promotions for suggestive selling; meets or exceeds customer service expectations. Assists in more complex repair estimates and promotes CFNA Credit Card usage when appropriate. Miscellaneous Functions Opens and/or closes the store as required, including cash control and asset protection. Attends store, area, and special meetings as required. Helps with unloading shipments, tire balancing, and store displays as needed to meet customer requirements. Practices courtesy, honesty, and good judgment with customers and teammates. Other duties as assigned by store or area management. Preferred Qualifications 2-year degree or non-traditional education through training program completion, certification, or demonstrated growth mindset. Physical Demands Customer Service: operate computer to lookup parts, assist customers, and manage paperwork; typical daily customer traffic varies by location. Sales floor counters: 39–44 inches; paperwork and printers: 18–39 inches. Retail locations may see 15–55 customers per day. Work Environment 3 to 25-bay service store; stores open 7 days per week; 75–91 hours/week with scheduling adjustments. Cold winter floors and hot summer environment; ongoing safety and environmental policy adherence. Minimum Qualifications High School Diploma or equivalent 5 years automotive technical experience with 2 years engine performance/driveability Problem solving related to customer complaints Valid driver’s license and ability to drive customer and company vehicles Completion of BSRO store education courses required for this position ASE Certified in A4, A5, A6, A7, and A8 Ability to lead and coach others; strong teammate and customer communication skills Ability to recruit and select technicians and general service teammates What We Offer Onboarding and mentorship opportunities Professional development and training custody Corporate social responsibility activities Global, dynamic, challenging work environment Work-life balance and well-being initiatives Diverse and inclusive team Equal Employment Opportunity and Eligibility Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law. Employment Eligibility If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment. #J-18808-Ljbffr