Automotive Service Manager

Company: GreatWater 360 Auto Care

Role: Service Manager

Reports to: District Manager

Purpose & Objective:

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