MVS/Service Manager

Manage all vehicle services, equipment, vehicle service teammates, and service instruction to increase capacity utilization through efficient/effective processing of tire and service demand.

The responsibilities and duties of this role include, but are not limited to:

Manages Overall Automobile Service Operations (~30% of the 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 familiar with basic OSHA laws.
• Responsible for control of store assets in service department area - ensures all equipment is in safe operating condition and that service area is clean and hazard free.
• 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 Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department.
• As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other physical duties that are necessary to meet customer relationship requirements.
• Enforces wheel torqueing by all personnel.
• Ensures that proper vehicle inspections are being conducted.
• Conducts intermittent reviews of Service Teammate inspection & service quality with a goal of eliminating documentation errors and missed add on sales opportunities.
• Service Managers are the last line of defense for inspection quality and are expected to catch any missed estimating opportunities.

Manages People (~30% of the time)

• Directly and indirectly selects service department teammates.
• Interviews prospective vehicle service teammates, 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, following up on completion of assignments.
• Ensures that the service department is staffed at the optimum level of number and quality of teammates.
• Creates a highly motivated team environment/climate.
• Is responsible for 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.
• Develops technicians at every level. Specifically grows lower-level technicians by putting them with the right person to shadow, teaching processes/procedures, and ensuring safety so they can develop into a higher-level technician.
• Develops, instructs, and educates teammates in product, position, and selling areas which are appropriate through on-the-job training and BSRO Education or external educational programs, like ASE.
• Maintains ultimate performance standards and holds vehicle service teammates accountable through 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.
• Keeps current on special event promotions for suggestive selling.
• Meets or exceeds customer's service expectations.
• Assists with the BOSS in 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.
• Practices courtesy, honesty, and good judgment with all customers and store teammates.
• As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other physical duties that are necessary to meet customer relationship requirements.
• Other duties and tasks as assigned by store or area manager.

PREFERRED QUALIFICATIONS

• 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. & 44in.)
• Paperwork and printers are between (18in. & 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.) of force to push down on jack to lift rack and (30 to 65 lbs.) to push/pull rack in and out of the store
• May stack tires outside store for displays between (1in. & 72in.)
• Store displays are between (1in. & 75in.)
• Tires can weigh between (11 lbs. & 72 lbs.) with the average at (27 to 35 lbs.)
• 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. & 106in.)
• Depending on the retail location, tires can be stored in the following manner
• Stack tires on carts between (1in. & 72in.) to take to storage. Then place in storage racks.
• Roll tires to storage and place in storage racks
• Roll tires to storage and place on a conveyor between (18in. & 43in.) then into racks
• Roll tires to storage and place into stacks
• Tires weigh between (11 lbs. & 72 lbs.)
• Majority of tires weight between (27 lbs. & 35 lbs.)

Vehicle Service

• Tire deliveries contain between 90 & 400 tires 1 time per week depending on the retail location
• Storage racks are between (4in. & 106in.)
• Depending on the retail location, tires can be stored in the following manner
• Stack tires on carts between (1in. & 72in.) to take to storage. Then place in storage racks.
• Roll tires to storage and place in storage racks
• Roll tires to storage and place on a conveyor between (18in. & 43in.) then into racks
• Roll tires to storage and place into stacks
• Tires weigh between (11 lbs. & 72 lbs.)
• Majority of tires weight between (27 lbs. & 35 lbs.)
• Supplies are between (5in. & 112in.) 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
• Adjusting arm length requires (3 to 22 lbs.) of force
• Maneuvering rack arms from the sides of the vehicles requires (3 to 22 lbs.) of force and are typically moved with feet

WORK ENVIRONMENT
Daily duties involve management of a 3 - 25 bay retail automotive service department portion of BSRO store. Stores are open seven days per week. 75-91 hours and constant adjustments in service staffing levels are required to match the sales/work flow. Service Manager directs three to eight employees in area of store which has:

• Cold work environment in the winter with cold cement floors.
• Hot work environment in the summer.
• Need for continual implementation/maintaining of all Loss Prevention and environmental policies with knowledge, skill and good judgment.

• High School Diploma or equivalent
• 4 years of auto service technical experience
• 1 year of service manager or service writer experience
• Problem solving - customer complaints
• Aptitude to manage inventory, scheduling, equipment maintenance, etc.
• 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
• Willingness to continue education and remain current in automotive repair issues
• Must have completed all of the current and required BSRO store education courses & modules required for this position.
• Must have valid automotive driver's license at all times in order to test drive customer's vehicles