Head of Client Support Services

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. Whatever role you fill, when you represent the Bridgestone name, you are a valued teammate, and part of our larger mission to Serve Society with Superior Quality. We provide formal training, performance incentives, paid vacation and holidays, competitive healthcare packages for full-time and part-time employees, and a 401k plan to help build towards your future. We believe people can only provide superior service and quality to others when they are allowed to bring their whole self to work and know they are supported. We are building a team as diverse as the world we serve. 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. ___ All employees receive pay that meets or exceeds the applicable minimum wage requirements. ___ Responsibilities The responsibilities and duties of this role include, but are not limited to: _Manages Overall Automobile Service Operations (~30% of time)_ + 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 procedure. + Is responsible for control of store assets in service department area. + Is responsible for shop safety including, but not limited to, use of and maintenance of safety equipment, i.e. glasses, eye wash stations, first aid kits, etc. + Oversees the Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department. + Maintains ultimate performance standards and holds vehicle service teammates accountable through performance appraisals. + Manages all automotive service functions. + Visually reviews all service tickets, prices and prioritizes each ticket while coaching associates on technical and sales skills. + Conducts intermittent reviews of Service Teammate inspection & service quality with a goal of eliminating documentation errors and missed add on sales opportunities. + The MVS is the last line of defense for inspection quality with a goal of eliminating documentation errors and missed add on sales opportunities. _Manages People (~30% of the time)_ + Directly and indirectly hires service department associates. + Interviews prospective employees, determining qualifications for open positions and assists Store Manager on final employment decisions. + Supervises the work of technicians and service personnel, planning and scheduling their duties, assigning special work duties, and following up on completion of assignments. + Ensures that the service department is staffed at the optimum level of number and quality of teammates. + Is responsible for vehicle service teammate area organization and professionalism to provide both a positive teammate and customer experience (this includes teammate changing areas, stock room, restroom and break areas). + Responsible for vehicle service teammate development through mentoring, leverage of BSRO education opportunities, assistance in certification attainment and communication of career progression opportunities. + Establishes performance standards and conducts individual employee performance appraisals. + Customer Service and Sales Activities (~30% of the time)_ + Directly handles customers in areas of sales, service, complaints, adjustments, etc., including greeting and handling customers to conclusion in store and over telephone. + Handles customer complaints and tire adjustments. + Develops customer loyalty and retention through relationship selling. + Grows profit through service or tire recommendations as needed by the customer, including alignments, flushes, scheduled maintenance services, etc. + Meets or exceeds customeru2019s service expectations. + Assists BOSS on more complex repair estimates + Solicits and promotes customer use of CFNA Credit Card as frequently as possible. _Miscellaneous Functions (~10% of the time)_ + Opens and/or closes the store as required and directed, which includes cash control and asset protection. + Attends all store, area, and special meetings as required by store or area management. + As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other duties that are necessary to meet customer relationship requirements. + Practices courtesy, honesty, and good judgment with all customers and store teammates. + Other duties and tasks as assigned by store or area manager. PREFERRED QUALIFICATIONS u2022 2-year degree or non-traditional education through training program completion, certification, or other exhibiting the growth mindset that is needed in this candidate PHYSICAL DEMANDS Customer Service + Sales floor counters are between (39in. & Operate computer to look up parts and materials as well as invoice customers + Work directly with customers throughout the day + Retail locations can see between 15 and 55 customers per day depending on the location Management Activities + Daily duties involve management of a 3 to 25 bay retail automotive service store. Stores are open 7 days per week, 77 to 91 hours, and constant adjustments in staffing levels are required to handle the fluctuating sales/work flow + Coaches, leads, and motivates 6 to 21 teammates + Constantly move about the store sales floor with customers, the stock room which is usually at least two stories, the outside concourse to meet and greet customers in their cars, and the car service department where the bulk of the daily business takes place. + Perform computer work for ordering and receiving products + Make calls to outside suppliers for parts and equipment as needed + May travel to meeting locations Store Upkeep + May setup and take down outside tire rack requiring (45 lbs.) to push/pull rack in and out of the store + May stack tires outside store for displays between (1in. & Store displays are between (1in. & Setup and take down signs outside the store as needed + Spray tires with black paint prior to putting on display to cover manufacturing lines + Use a dry mop or broom if needed to keep the floor clean + Stock paper products and soap in the restrooms + Use rags or paper towels and spray bottles to keep displays, counters, and other areas clean + All cleaning supplies and paper products weigh less then (5 lbs.) Store Deliveries + Tire deliveries contain between 90 & 400 tires 1 time per week depending on the retail location + Storage racks are between (4in. & Depending on the retail location, tires can be stored in the following manner + Stack tires on carts between (1in. & Vehicle Service + Opening doors requires (20 to 45 lbs.) of pulling force without the use of body weight + Drive customer vehicles + Pull new tires for customers weighing between (11 lbs. & with ladders and step ladders available depending on the store + Supplies are between (5in. & with ladders and step ladders available depending on the store + Supplies weigh between (1 & 42 lbs.) + Pulling out floor jack arms from under the vehicle requires (3 to 20 lbs.) of force and are typically moved with feet WORK ENVIRONMENT Daily duties involve working within a 3 to 25-bay retail automotive service store. Stores are open 7 days per week, 75 u2013 91 hours and constant adjustments in service staffing levels are required to match the sales/work flow. The Manager of Vehicle Services indirectly directs 3-8 employees in an of the store which has: + Cold work environment in the winter with cold cement floor. + Hot work environment in the summer. + Need for continual implementation/maintaining of all Safety & Health and environmental policies with knowledge, skill and good judgment. Minimum Qualifications u2022 High School Diploma or equivalent u2022 5 years of automotive technical experience with 2 years of engine performance/driveability experience. - Problem solving as it relates to customer complaints - Must have a valid automobile driveru2019s license at all times and be able to drive customer and company vehicles - Must have completed all of the current and required BSRO store education courses & modules required for this position u2022 ASE Certified in (A4) Suspension & Steering, (A5) Brakes, (A6) Electrical/Electronics Systems, (A7) Heating & Air Conditioning, (A8) Engine Performance. u2022 Capacity to lead and coach others - Teammate and customer/communication skills - Ability to recruit and select technicians and general service teammates successfully according to store requirements u2022 Must have completed all of the current and required BSRO store education courses & modules required for this position. At Bridgestone, you are Free to Be We believe people can only provide superior service and quality to others when they bring their whole self to work. We are building a team as diverse as the world we serve. What we offer At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. The opportunity to develop and grow, through training and regular mentorship. + 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.