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MVS/Service Manager

2 months ago

Katy, United States Bridgestone Full time

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. 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. 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.

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