Automotive Service Manager

Service Manager

The Service Manager role is critical to the overall success of the shop. They are the keeper of the values, the maintainer of the standards, and the leader whom everyone in the shop follows. The person who fills this role will not only lead and manage all aspects of the shop, but they will also sell repairs to clients as needed to help the shop reach its sales goals.

Job Responsibilities and Duties:

• Manages Shop Employees: Performs as the leader of the shop staff and helps them meet the objectives and sales targets set forth by the Company.
• Enforce and maintain the Company's values, policies, and systems.
• Approve timecards, maintain work schedules, and administer the employment practices of the company in partnership with the District and Regional Manager.
• Provides coaching to employees who aren't meeting standards or expectations. Counsels/mentors shop employees for success. Completes performance reviews on-time.
• Manages Shop Workflow: While maintaining quality standards, maintains a balanced/efficient workflow using the company's systems such as the "workflow-board", shop management software, and internal best practices. Manages tech workloads by monitoring and dispatching work in order to achieve the best possible results.
• Hires, onboards, and trains and/or arranges proper training of new shop staff
• Interviews and makes hiring recommendations
• Works with the Director of Human Resources and District/Regional Manager on employee termination recommendations.
• Performs inventory management
• Performs warranty and vendor credit administration
• Performs daily cash reconciliation and deposit
• Routes and approves vendor invoices for payment
• Sales: Sell repairs and service to clients using company guidelines and best practices.
• Manages Costs: Ensures that costs are kept under control by staff in all areas of the shop and finds ways to reduce cost while maintaining the customer service and quality standards of the company.
• Customer Service: Handles all customer service complaints, negative online feedback, and other customer service issues. This may include confronting and assisting frustrated customers. Prevents customer service issues whenever possible by monitoring/ensuring that all the verbal and written commitments/contracts made by staff are being honored. Handles customer rebates and performs customer follow-up. Provides coaching to staff regarding how to give better customer service based on observations made and/or from feedback from customers.
• Recommends shop equipment purchases
• Maintains shop safety by performing safety audits, training staff on shop safety, investigating injuries, and coaching employees.
• Performs in the Service Advisor role in the absence of a Service Advisor
• Other tasks: Allow no job to be too small or beneath oneself. Fill in on tasks as needed to maintain the flow of the shop. Examples could be running a shuttle, selling tickets, checking out customers, cleaning the bathroom, picking up a part, or any other task that can be safely completed which is needed.
• All other duties as assigned by supervisor

Minimum Education and Experience Qualifications:

• High school diploma or GED is required
• Must have at least 2 years' automotive shop management experience
• Must have at least 1 year experience in any sales role or demonstrate an ability to sell.

Knowledge & Skills:

• Must be able to work and complete work tasks in a timely fashion in an environment that has constant distractions and interruptions.
• Must possess a working knowledge of how to use a Windows computer.
• Must be able to communicate in English fluently, both in verbal and in written form.
• Must possess ability to count. Must know how to perform basic math functions (addition, subtraction, division, multiplication) using a calculator.
• Self-aware, servant leader with proven experience managing (included interviewing, hiring, training, counseling, and termination of employees).
• Previous experience with performance management including coaching, setting expectations, writing, and delivering performance reviews, managing disciplinary actions, conducting investigations, and holding employees accountable for results
• Strong motivator with the ability to proactively diagnose problems and provide effective solutions; ability to deal with problems involving several concrete variables in standardized situation
• Proven practitioner in sales with the ability to train others in successful sales techniques and strategies
• Ability to read, interpret and communicate business and financial documents regularly
• Ability to interrupt and calculate figures such as financial reports, discounts, interest, and percentages; ability to apply concepts of basic math
• Demonstrated experience managing a P&L and familiarity with key line-item management to impact results

Work Environment & Physical Requirements:

• Physical Demands:
• Must be able to get into and out of various vehicles without assistance.
• Must be able to drive a motor vehicle with passengers as needed for shuttle service.
• Must be able to lift and carry up to 50lbs without assistance.
• This job operates in an environment with extensive exposure to an automotive repair shop environment. The job will have exposure to a moderate noise level, adverse weather conditions, chemicals, odors, dirt, and dust. This role routinely uses standard office equipment such as computers, phones, photocopiers & scanners.
• Must possess a current valid driver's license and have a satisfactory Motor Vehicle Report (MVR)
• Ability to work flexible hours/days including evenings and if shops are open, weekends; additional time may be required depending on business needs.
• Ability to work with hands overhead, stand for long periods, and lift up to 50 lbs.; frequent reaching, bending, twisting, pulling, and pushing.
• Ability to answer phones and greet customers
• Ability to view and operate a computer, keyboard, mouse, etc.