Service/Store Manager

Job Description

Job Description

Turbo Tim’s mission is to offer exceptional service in order to help our customers feel safe on the road and comfortable in our shop. We strive to fulfill this mission, daily, through compassionate listening, attention to detail, and excellent communication for both our customers and internally among team members. And we gotta have fun!

Position Overview: As the Store Manager you will lead the daily operations of the respective shop location in concert with Foreman, Service Advisors, Technicians and other staff to ensure all services meet Turbo Tim’s high standards of quality and customer satisfaction. You will partner with leadership and other Store Managers to innovate, learn from, and share best practices across and within locations. This role requires a strategic leader with strong technical understanding, an obsession for exceptional customer service and the ability to drive results through efficient processes and team development.

Of utmost importance is to lead by modeling, living, and coaching the Turbo Tim’s values including:

Community

• Working together to solve complex problems, offering to help whenever possible.

• Focusing on making the community better for everyone.

• Seeing our work as an opportunity for service advisors, technicians and customers to come together and mutually agree on the best decisions given the circumstances.

Care

• We treat all humans, animals, and machines in our community with respect.

• We treat ourselves with care, maintaining that safety, physical and mental health, and basic needs are the highest priority.

• We support our communities to be safe, healthy, and thrive.

Trust

• We trust our customers and their experiences with their cars. We earn trust from our community by listening compassionately and letting them know we’ve heard their concerns and are here to help them.

• We are trustworthy in our words and actions, leading to good relationships between our team members and with our customers and community

• We build trust with our community by providing a comfortable shop experience both in the shop and out on the road with our exceptional warranty.

Innovation

• We strive to grow both personally and professionally to serve our communities to the best of our abilities with the newest technologies and ideas.

• Whenever possible we support each other to innovate from the smallest workplace changes to larger industry shifts.

• We recognize and stand behind the values-based & sustainable growth of our work.

Fun

• We have fun together, joking around is important to the work we do, internally and externally, with our customers and community. We do this with respect to everyone in our community, making sure our humor is inclusive and fosters a safe and supportive environment.

We will also be looking for demonstrated:

Passion: Has a smile on their face-enthusiasm for the work, there for the meeting, paying attention, willing to take on new things, interested and excited for the work. Seeking out solutions, working together.

Loyalty: No disparaging remarks about the company or owners/coworkers, not gossiping, actively promoting the company to others, being willing to question but also trusting the best intentions of the decisions of the company. Not sharing private information (company or personal) with anyone.

Attitude: Positive attitude, not falling into negativity, not making faces, rolling eyes, practicing curiosity, assuming best intent, living the core values- venting up- sharing feelings and needs with the appropriate people/managers.

Leadership: Leading by example, living the values, a good listener, willing to take on mentors, reading and growing in the leadership arena. Having great communication. Responding not reacting. Staying calm. Having boundaries so others feel physically and emotionally safe. Encouraging, supporting, not taking credit for the success instead raising up others.

Providing opportunities for others to succeed.

Key Responsibilities for the Role:

Customer Experience:

• Ensure a welcoming and professional environment for all customers addressing their needs with care and attention to detail.

• Monitor customer satisfaction and handle any escalated concerns ensuring positive outcomes and maintaining a high retention rate.

• Develop long lasting relationships with customers through transparent communication, trust building and exceptional service.

• Lead the service team in delivering prompt accurate estimates and ensuring timely communication with customers throughout the repair process.

• Coordinate and innovate with the Customer Experience Manager to ensure current SOPs and best practices across the universe are being implemented.

Team Leadership & Development:

• Supervise train and mentor Service Advisors, Parts Managers, and Technicians to ensure exceptional performance and customer service standards are consistently met.

• Set clear performance goals and expectations monitoring progress and providing coaching or feedback as necessary.

• Conduct regular team meetings to keep everyone aligned with company goals and ensure a cohesive motivated work environment.

• Assist in recruiting, onboarding, and training new team members to strengthen the service department.

Operational Management:

• Oversee the store's workflow ensuring efficient scheduling of repairs and maintenance to maximize productivity and minimize downtime.

• Monitor KPIs such as repair order completion times labor hours gross profit margins and average repair order standards adjusting processes as needed.

• Manage parts, orders, and inventory ensuring timely availability and proper tracking of all components when no Parts Manager is present.

• Implement and maintain standardized processes to improve service efficiency, accuracy and quality.

• Review repair orders for accuracy ensuring all parts and labor charges are properly documented and warranty claims are handled according to guidelines.

Financial Oversight:

• Deliver on Forecast/budget goals and KPIs

• Track and report financial metrics such as sales, costs, and profitability, using data to identify areas of improvement and drive strategic decisions.

• Ensure all transactions, including repair orders, warranty work, and third-party claims, are properly processed and recorded.

• Collaborate with the Chief Operating Officer to manage department budgets and ensure all expenses are accounted for.

Facilities & Equipment:

• Maintain a safe, clean and organized shop environment ensuring all equipment is in good working order and scheduling repairs or upgrades as needed.

• Coordinate with the building maintenance team to address any facility related concerns in a timely manner.

Continuous Improvement & Growth:

• Stay updated on the latest industry trends tools and technologies to ensure Turbo Tims remains at the forefront of the automotive repair industry.

• Identify and implement improvement opportunities to enhance customer satisfaction service delivery and operational efficiency.

• Promote and participate in training programs for personal development and to enhance the skills of the service team.

• Audit Service Advisor calls each week at your designated location to ensure standards are met and to identify ways to improve the customer experience.

Qualifications:

• Proven experience as an Automotive Service Manager or similar leadership role within the automotive repair industry.

• Strong technical knowledge of automotive systems and repair processes.

• Ability to manage a team including coaching mentoring and performance management.

• Excellent communication and interpersonal skills with a strong focus on customer satisfaction.

• Organizational skills with the ability to manage multiple priorities and meet deadlines in a fast paced environment.

• Experience using automotive software and management tools such as Google Sheets QuickBooks or shop management systems.

• Understanding of financial metrics including labor efficiency, parts, sales, and gross profit margins.

• Strong problem solving skills with the ability to resolve customer issues and operational challenges efficiently.

Other:

• Attend training as directed and required.

• Attend and participate in networking and company events.

• Follow all company policies and procedures as outlined in the handbook.

• When no Parts Manager or Shop Foreman is present the Service Manager will assume or delegate those responsibilities.

• Other duties as assigned. Management reserves the right to modify this job description as needed.

Other duties as assigned. Management reserves the right to modify this job description as needed to fit company needs