Service Manager

Big O Tires | Leeds West Groups

Join a trusted automotive brand where safety, integrity, teamwork, and exceptional service drive everything we do.

Summary

A Service Manager exemplifies professional integrity, strong leadership skills, robust business acumen, extensive knowledge of automotive industry practices and procedures, and a passion for delivering quality work, exceptional customer service, and exceeding business goals while supporting and collaborating with the Store Manager and managing daily operations of the service department. A Service Manager must exercise discretion and independent judgment with respect to matters that have a significant impact on business operations.

Essential Functions, Duties, and Responsibilities

• Manage the service department's daily operations, including scheduling, staffing, customer satisfaction, and workflow optimization.
• Ensure all services are completed efficiently, accurately, timely, and in compliance with company, safety, and industry standards.
• Analyze and monitor key performance indicators (KPIs) to track service department performance and identify areas for improvement.
• Develop and implement strategies for customer retention and future business growth to maximize and exceed business objectives and sales and profitability goals.
• Provide legendary customer service and ensure customer satisfaction through professional and effective customer interactions and communications. This includes but is not limited to achieving high call conversion rates, correctly applying sales promotions and discounts, promoting financing options, ensuring quality repair services, conducting post-service follow-ups, obtaining positive customer reviews, and effectively resolving customer concerns and complaints promptly.
• Serve as the primary point of contact for customers regarding service inquiries, estimates, and concerns.
• Manage parts inventory, procurement, and supply chain relationships to ensure adequate stock levels and timely availability of parts for repairs and maintenance services.
• Monitor parts pricing, margins, and usage trends to optimize inventory management and profitability.
• Oversee, analyze, manage, and control inventory levels, inventory shrinkages, business costs and expenses, responsible use of P-Card, payroll management, injury and damage claims, and more to support business objectives and budgets.
• Act as a key holder for the facility and successfully fulfill opening and closing procedures, including but not limited to nightly deposits, system close-out procedures, responding to alarms and security concerns after hours, and more.
• Analyze, reduce, and minimize workplace safety concerns, injuries, and damages through training, enforcement, and service team compliance with OSHA and company safety policies, procedures, and industry best practices.
• Ensure test drives are conducted correctly and in accordance with company policy, procedures, safety best practices, and traffic laws.
• Maintain a clean, organized, and safe work environment in accordance with company policies and OSHA regulations.
• Stay current on industry trends, technology advancements, and regulatory changes affecting automotive repair and safety.
• Collaborate with the Store Manager and senior management to develop and execute business plans, directives, initiatives, programs, budgets, and more.
• Perform other duties as assigned.

Supervisory Responsibilities

• Direct supervisory responsibility, including the authority to direct, train, develop, mentor, support, evaluate, and effectively discipline service employees to ensure high-quality workmanship, customer satisfaction, and workplace culture.
• Participates in and provides recommendations for the hiring, firing, advancement, promotion, or any other change of status of other employees.
• Lead and foster a strong, inclusive, and cohesive team environment and culture to effectively value and develop employees, exceed business goals, and provide legendary customer service.
• Implement, champion, and enforce business and leadership initiatives, directives, policies, procedures, best practices, and programs through conducting team meetings, training, audits, and more.
• Manage the workflow, quality of work, and work schedules for all service employees.

Required Competencies

• Strong sense of integrity.
• Excellent people management skills.
• Excellent analytical, decision-making, and problem-solving skills.
• Excellent active listening skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal, supervisory, diplomacy, and leadership skills.
• Excellent sales and customer service skills.
• Extensive knowledge of the automotive industry, automotive repair, business acumen, finance principles, procedures, and best practices.
• Strong technical knowledge of automotive systems, diagnostics, and repair procedures.
• Excellent organizational skills and attention to detail.
• Excellent time management skills.
• Proficient with technology, computer, and software systems, including Digital Vehicle Inspections (DVI).
• Proficient in inventory and expense management.
• Ability to thrive in a high-paced sales environment.
• Ability to provide and receive constructive feedback.
• Ability to manage priorities, multitask, and complete objectives with minimal supervision.
• Ability to meet consistent attendance expectations.

Required Education, Credentials, and Experience

• Minimum age requirement of eighteen years.
• An active and unrestricted driver's license is required.
• A high school diploma or equivalent is required; a bachelor's degree in business management or a related field is a plus.
• A minimum of three years of related experience is required.
• A minimum of three years of managerial experience is preferred.

Work Authorization & Employment Eligibility

• Must be legally authorized to work within the United States while employed by Leeds West Groups.
• Successful completion of background check.
• Successful completion of a Motor Vehicle Records (MVR) check and ability to maintain a clean driving record.

Workplace Culture, Conduct, and Expectations

In support of a positive, professional, safe workplace culture and environment, we adhere to a zero-tolerance policy for drugs, alcohol, weapons, violence, harassment, or discrimination in accordance with our company policies and employment laws, as applicable. Additionally, employees are expected to conduct themselves positively, respectfully, ethically, and professionally.

Work Environment

This job operates in a fast-paced automotive retail and repair environment where employees are regularly exposed to indoor and outdoor climates and changing temperatures, automotive tools, equipment, fluids, and chemicals. The proper enforcement and use of Personal Protective Equipment (PPE), adherence to uniform standards, and compliance with OSHA safe workplace standards are required.

Physical Demands

This position requires physical strength, agility, dexterity, and endurance to successfully perform the essential job functions in a demanding and dynamic environment.

This position requires frequent standing, walking, bending, kneeling, stooping, crouching, crawling, reaching, driving, climbing, and other repetitive motions; frequent lifting and carrying heavy parts and equipment weighing up to 50 pounds or more; physical endurance to work long hours in a fast-paced environment, often under tight deadlines; precise hand-eye coordination and manual dexterity; and adequate vision, hearing and speaking abilities.

Position Type/Expected Hours of Work This full-time, salary (overtime exempt), onsite position requires at least 50 hours of work per week. Business operations are Monday through Saturday and Sunday at various locations. Hours of operation and days of work may vary by location, business needs, and work schedules. This position regularly requires long hours and frequent weekend work.

Travel

This position requires up to 25% travel between local stores. Overnight travel requirements are less than 5% unless on a particular assignment. Travel and mileage reimbursements may apply, subject to Company policy.

Equal Employment Opportunities

Leeds West Groups provides equal employment opportunities to all employees and employment applicants without regard to race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity and expression, age, ancestry, citizenship, physical or mental disability, genetic information, marital status, veteran status, or any other classification protected by applicable local, state, or federal laws.

Leeds West Groups meets all its obligations under the Americans with Disabilities Act and state and local disabilities laws. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of their jobs. For questions about the reasonable accommodations process or to request a reasonable accommodation, please contact Human Resources.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.