Assistant General Manager

Assistant General Manager

The Assistant General Manager will work in conjunction with the General Manager to co-lead the production and schedules of assigned team members. Assistant to General Manager to run all daily operations of the shop, including shop organization, workflow efficiencies, profitability, controlling cost, taking care of customers, maintaining strong team member performance, and establishing strategies and plans to obtain goals.

Exempt Work Location: Full Time Salary

Job Duties/Responsibilities:

• Understand Key Performance Indicators and manage to expectation, including capturing customers, customer service scores and cycle time efficiency.
• Develop and maintain positive relations with customers that will exceed expectations and deliver 100% customer satisfaction. Ensure customer service surveys are sent, monitoring results continually. Engage with the customers by educating them on the repair process and setting expectations.
• Ability to identify proper repair procedures and quality workmanship, including reading scan reports, measurement reports, alignment specs and identifying proper welds. Ensure shop compliance on all these items including calibrations and that every vehicle is repaired to manufacturer specifications.
• Ability and responsibility to write estimates as required to meet sales goals for the center.
• Extensive knowledge in Insurance Carrier DRP account management, including capturing all drive estimates and DRP assignments, and maximizing profitability through effective program management. Understand customer and vehicle check in procedures, including preparing accurate and realistic estimates and minimizing supplements. Maintain professional relationships with adjusters and insurance company representatives.
• Understanding company profit & loss reporting, EBITDA, and gross profit reporting, strategizing, and managing work and shop productivity daily to meet and exceed goals and grow profitability.
• Ability to manage margin through a profitable sales mix of labor, parts, and material.
• Ensure proper repair order job costing and invoicing by performing final repair order audit for proper documentation, confirm payment and closing the files.
• Forecast and maintain annual budget requirements and expenses, including equipment, cost of labor, staff schedule management, and assists with accounts receivable collections.

Key Performance Metrics:

• Meet or exceed sales and EBITDA profit plan per monthly budget.
• EBITDA 15% or higher, Gross Profit 45% or higher.
• Maintain and Ensure Carrier Performance, including State Farm RPM at 700 or higher.
• Customer Service Index Scores 95+ and Cycle Time efficiency per DRP requirements.
• Accounts Receivable $0 over 30 days.

Skills/Qualifications:

• 5-7 years auto body collision repair shop experience in management and/or estimating.
• I CAR Pro Level 1 at minimum, required experience with CCC One Collision Estimating System with ability to write DRP compliant estimates.

Behavioral Excellence Required:

• Excellent verbal, written and interpersonal communication.
• Perform all assigned responsibilities according to the Company Standard Operating Procedures.
• Continuously strive to improve the efficiency of the shop and be willing to participate in company meetings and training programs which are sponsored by the company.
• Maintain a positive attitude and demonstrate characteristics of a professional Manager.
• Uphold the company's non-disclosure and confidentiality policies and agreements.

Physical Requirements:

• Ability to work in both office and automotive repair shop environments.
• Ability to stand and walk frequently throughout the workday while monitoring shop operations, assisting employees, and interacting with customers.
• Ability to move throughout the facility, including production, paint, detail, parts, and estimating areas.
• Ability to sit and use a computer, telephone, and other office equipment for extended periods.
• Ability to frequently bend, stoop, kneel, crouch, reach, and climb as needed to inspect vehicles, equipment, and work areas.
• Ability to occasionally lift, carry, push, or pull up to 30 pounds; heavier lifting may require assistance or mechanical equipment.
• Ability to visually inspect vehicles, repair progress, completed repairs, and workplace safety conditions.
• Ability to communicate effectively with customers, employees, vendors, and insurance representatives in person, by telephone, and electronically.
• Ability to safely navigate around moving vehicles, machinery, tools, equipment, and other shop hazards.
• Ability to work in an environment with exposure to noise, dust, paint fumes, chemicals, and varying temperatures while using required personal protective equipment (PPE).
• Ability to operate a motor vehicle and maintain a valid driver's license with an acceptable driving record, if required for business purposes.
• Ability to respond to operational needs in a fast-paced environment and perform occasional overtime as business demands require.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.