Service Manager

1 week ago

Downers Grove, United States Bridgestone Americas Full time
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 $3 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 start by offering each teammate more than just competitive pay. 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 believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you're made of. Show us the smart stuff, the tough stuff, the bold, beautiful and brave stuff. Because who you are is what we need.

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.

Pay Range: $20.30 - $30.60

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 familiar with basic OSHA laws.
  • 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.
  • Assists technicians in sophisticated diagnostics as needed.
  • 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.
  • Creates a highly motivated team environment/climate.
  • 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).
  • 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.
  • 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.
  • Conducts group meetings with associates.
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 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

•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
  • Opening doors requires (20 to 45 lbs.) of lifting force
  • Closing doors requires (20 to 80 lbs.) of pulling force without the use of body weight
  • Drive customer vehicles
  • Pull new tires for customers weighing between (11 lbs. & 72 lbs.) with the majority between (27 & 35 lbs.)
  • Tire racks are between (4in. & 106in.) with ladders and step ladders available depending on the store
  • 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 working within a 3 to 25-bay retail automotive service store. Stores are open 7 days per week, 75 - 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

•High School Diploma or equivalent
•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 driver's 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
•ASE Certified in (A4) Suspension & Steering, (A5) Brakes, (A6) Electrical/Electronics Systems, (A7) Heating & Air Conditioning, (A8) Engine Performance.
•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
•Must have completed all of the current and required BSRO store education courses & modules required for this position.

Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. 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.

  • Customer Service Manager

    2 months ago

    Downers Grove, United States Robert Half Full time

    Job DescriptionJob DescriptionOur client is seeking a Director of Guest Relations to join their team in near Oak Brook Illinois. In this role, you will be responsible for overseeing the guest relations team, handling customer complaints, ensuring timely and accurate processing of customer credits, and maintaining up-to-date documentation of all processes and...

  • Agency Services Coordinator

    2 months ago

    Downers Grove, United States Employment Process Group Full time

    Hi Im the recruiter for an Agency Services Coordinator with a 20year insurance industry business solutions services company.Downers Grove IL location; hybrid schedule!Salary to $60K or more Bonus PTO 100% Paid Benefits.I m the direct recruiter for this role & sole source to be considered.As Agency Services Coordinator at ASNOA () a fully integrated...

  • CNC Machinist

    2 weeks ago

    Downers Grove, United States Johnson Service Group Full time

    Job DescriptionJob DescriptionJSG is looking for a CNC Machinist - 2nd & 3rd Shift to work at one of our premier Aerospace Clients in Downers Grove, IL.$4000 Bonus 2nd shift M-F 2pm-10pm - Paid lunch 20 minutes3rd shift Sunday - Thursday 10pm-6am - Paid lunch 20 minutes Position Summary:The candidate will be required to set-up, operate, and adjust CNC...

  • CNC Machinist

    1 week ago

    Downers Grove, United States Johnson Service Group Full time

    Job DescriptionJob DescriptionJSG is looking for a CNC Machinist - 2nd & 3rd Shift to work at one of our premier Aerospace Clients in Downers Grove, IL.$4000 Bonus 2nd shift M-F 2pm-10pm - Paid lunch 20 minutes3rd shift Sunday - Thursday 10pm-6am - Paid lunch 20 minutes Position Summary:The candidate will be required to set-up, operate, and adjust CNC...

  • Service Software Support Specialist

    2 weeks ago

    Downers Grove, United States Emcor Inc Full time

    About Us: EMCOR Mechanical Services (“EMS”) is a division of EMCOR Group, Inc., a fortune 500 company. EMS is a national full-service commercial HVAC provider with a network of 26 operating companies deploying over 3,900 professional technicians to execute systems maintenance, repairs, equipment retrofits, construction services, automation, and energy...

  • General Manager

    4 days ago

    Downers Grove, United States Hunter Super Techs - TurnPoint Full time

    As a General Manager, you administer, direct and oversee the effective recruitment and development of your subordinates. The General Manager is directly responsible for ensuring the proper implementation and effective application of all operational standards of quality service & cleanliness. A General Manager will operate his/her restaurant in a cost...

  • Relationship Manager

    2 months ago

    Downers Grove, United States Apollon Wealth Management, LLC Full time

    Relationship ManagerReports to: Director of OperationsStatus: ExemptType: In-personAs a Relationship Manager at Apollon Financial, you will play a pivotal role in delivering top-notch wealth management services to our valued clients and financial advisors. You will work closely with our advisory team and clients, ensuring that their financial goals and needs...

  • IT Manager

    4 weeks ago

    Downers Grove, United States Hirose Electric USA Full time

    Job DescriptionJob DescriptionDescription:POSITION SUMMARYReporting to the President and COO, shall be responsible for the IT Department, which includes the company network, IT infrastructure, hardware and software for required business services, as well as IT support for all company users. This position currently has no direct reports, but will scale in the...

  • IT Manager

    4 weeks ago

    Downers Grove, United States Hirose Electric USA Full time

    Job DescriptionJob DescriptionDescription:POSITION SUMMARYReporting to the President and COO, shall be responsible for the IT Department, which includes the company network, IT infrastructure, hardware and software for required business services, as well as IT support for all company users. This position currently has no direct reports, but will scale in the...

  • Store Manager

    4 weeks ago

    Downers Grove, United States The Goodyear Tire & Rubber Company Full time

    About The JobGoodyear. More DrivenIMMEDIATELY HIRING!!! – APPLY TODAY! Goodyear owns and operates more than 580 tire and auto service centers nationwide. We offer a fun, fast paced work environment, with competitive base pay. Our comprehensive benefit package includes medical plans, 401(k), certification reimbursement and paid vacations. At Goodyear we...

  • Restaurant Culinary Manager

    2 months ago

    Downers Grove, United States Gecko Hospitality Full time $62,000 - $75,000

    Culinary Manager – Culinary Manager - Hands-On Kitchen Leader Wanted! Make a Difference in the Kitchen!Benefits:Salary – Up to $75kFull Paid-Medical/Vision/Dental/Life Insurance401k w/ Company MatchPosition Overview:Manage a kitchen, including meal preparation, staff supervision, and equipment maintenanceBuild relationships with staff and vendorsEnsure...

  • Account Manager

    4 weeks ago

    Downers Grove, United States Lakeshore Talent Full time

    Lakeshore Talent is seeking an Employee Benefits Account Manager to join a dynamic team located in Downers Grove, IL. In this role, you will work collaboratively with team leads, producers, and account administrators to manage a portfolio of employee benefits clients. You will be responsible for maintaining client relationships, supporting retention,...

  • Assistant Property Manager

    4 weeks ago

    Downers Grove, United States Colliers Full time

    Make your next move an expert one. At Colliers it's not our success that sets us apart, it's how we achieve it. Our people are passionate, take ownership and always do what's right for our clients, people and communities. Why Colliers? Our enterprising environment needs your expertise to facilitate Colliers' continued growth as an industry leader. Our...

  • Manager of Pricing

    3 weeks ago

    Downers Grove, United States Road Runner Full time

    Job Description Summary: We are searching for a highly motivated Manager of Pricing to lead a team of 6-9 Pricing Engineers who will play a critical role in achieving organizational success. This manager will oversee team members and be responsible for hiring, coaching & development, monitoring performance and building a positive culture within the team....

  • Client Services Scheduler

    3 months ago

    Downers Grove, United States Drapery Connection Full time

    We are looking to add key team member to contribute to our continuing growth. Someone who exhibits strong data entry skills and customer interaction skills.Principle Duties and Responsibilities in this role are: Outbound calling to set and schedule appointments for installers Respond and handle inbound calls from clients regarding their installation,...

  • Commercial Property Operations Manager

    4 weeks ago

    Downers Grove, Illinois, United States Mack & Associates, Ltd. Full time

    Job Title: Property ManagerMack & Associates, Ltd. is seeking an experienced Commercial Property Operations Manager to oversee the daily operations of a commercial office building in Downers Grove.About the Role:Manage all daily operations of a commercial office property.Handle all financial aspects of property management, including budgeting, forecasting,...

  • Regional Sales Director

    4 weeks ago

    Downers Grove, Illinois, United States Health Care Service Corporation Full time

    Job SummaryThis position is responsible for leading sales and service teams to meet or exceed new sales objectives and persistency goals. The ideal candidate will have a proven track record of success in group insurance sales and customer relationship development.Key ResponsibilitiesDirect and manage sales teams to achieve sales goals and objectivesImplement...

  • Manager, Financial Systems

    3 weeks ago

    Downers Grove, United States Duly Health and Care Full time

    OverviewManager, Financial Services- Finance- Downers Grove,ILPosition Highlights: Full-Time Monday - Friday; 8:30am - 5:00pm Benefits: Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider. Employer provided life and disability...

  • Electrical Project Manager

    4 weeks ago

    Downers Grove, Illinois, United States Gpac Full time

    Job Title: Electrical Project ManagerJob Summary:We are seeking a highly skilled and experienced Electrical Project Manager to join our team at Gpac. As a leading electrical contractor, our client specializes in providing high-quality electrical installations for various projects in the Commercial and Industrial Divisions.Key Responsibilities:Plan, organize,...

  • Focused Account Manager

    2 weeks ago

    Downers Grove, United States Hirose Electric USA Full time

    Job DescriptionJob DescriptionDescription:POSITION SUMMARYReporting into the Sr. Regional Sales Manager, this position is responsible for managing the sales activities at some of the most high-profile Hirose accounts within Illinois and Wisconsin to drive pipeline, increase sales, implement strategic corporate directives, and develop a junior account...