Auto Glass General Manager

1 week ago

Van Nuys, United States Ultimate Auto Glass and Electronics Full time
  • Actively lead market level performance though: key metrics, quality, individual skill levels and culture
  • Manage all inventory, returns, and dealer inventory in market. (Drop boxes, vans, and in shop locations)
  • Work collaboratively with market sales team to generate, close, and follow up on market sales leads.
  • Manage all market account receivables including check, credit card processing, and other forms of payment taken in field.
  • Ensure staff is current on AGSC, DOW, and other appropriate Training systems.
  • Manage and hold all staff accountable for performance through scorecard.
  • Ensure customer satisfaction by coaching staff and resolve customer concerns as required.
  • Manage Daily scheduler to ensure all customer jobs are completed timely.
  • Ensure customer/tech communications with 9 am ETA calls and follow up calls prior to in-route status.
  • Process and Report payroll timely and accurately.
  • Always maintain installer schedule ensuring adequate market coverage.
  • Process and Report all monthly reports accurately and timely.
  • Process performance and coaching reviews as necessary and required by Ultimate.
  • Build and maintain employee recognition process to drive hard work.
  • Recruit, interview and hire new staff as required.
  • Train new hires regarding company policy, procedures, and SOPs.
  • Process all new hire paperwork and documents timely and accurately.
  • Promote safe/clean working conditions and well stocked vans with mobile fleet and respective shop areas.
  • Ensure proper usage of market fleet, fleet maintenance, and fuel card usage.
  • Enforce all company policies and standard operating procedures. Document and report situations and coach employees when these policies and SOPs are not met to director and HR.
  • Build action plan and follow up timeline for any incidents, performance issues, or other non-compliance of company policies.
  • Report and thoroughly document any accidents or events related to customers or employees timely to Director and HR.
  • Ensure Employees maintain and use proper Personal Protective Equipment (PPE) and related safety equipment.
  • Participate in external marketing and team building activities as requested.
  • Manage vendor performance respective to run fulfillment, returns performance, communication, etc.
MARKET PROFITABILITY:
  • Evaluate monthly financials to review market financial performance including profit $ to plan, profit % to plan, return rate, return $ cost, labor margin, parts margin, misc. margin, etc.
  • Manage all employee regular/overtime and commission pay to ensure labor margins remain at goal.
  • Work collaboratively with call center to ensure market profitability to plan.
  • Monthly review of monthly selling expense including fuel cost, shop supplies, small tools, etc. for accuracy.
  • Perform market survey on competitors to ensure competitiveness.
SKILLS/REQUIREMENTS
  • Minimum of five years Autoglass experience / auto body management experience REQUIRED
  • The hours for this role may vary daily depending on workload. You must have flexibility to work as needed.
  • Proven leadership and track record of employee development
  • Ability to read and understand financial (P&L) statements required
  • AGSC Master Certification and DOW certification preferred
  • Ability to travel up to 25%
  • Must have valid a driver's license and be eligible for insurance coverage
  • Working knowledge of Auto Glass Point of sales system and TEAMS management system
  • Advanced skills in Microsoft Office, including Word, Excel, Outlook and PPT.
  • Ability to read and interpret documents such as repair procedures, safety rules, operating and maintenance instructions, and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to speak effectively before groups of customers or employees of organization
  • Ability to work beyond normal business hours to ensure all job description responsibilities are met timely and accurately.
BEHAVIORS/COMPETENCIES
  • Integrity
    • Respect and accountability at every level and every interaction
  • Customer Service
    • Provide the highest level of customer service while building customer satisfaction and retention
  • Innovation
    • Develops and displays innovative approaches and ideas to our business
  • Teamwork
    • Contributes to building a positive team spirit
    • Supports everyone's efforts to succeed


PHYSICAL DEMANDS & WORK ENVIRONMENT
  • Frequently required to stand
  • Frequently required to walk
  • Occasionally required to sit
  • Frequently required to use hands and fingers
  • Frequently required climb, balance, bend, stoop, kneel or crawl
  • Continually required to talk or hear
  • Continually required to lift/push weights up to 100 pounds

Must be able to pass a background, drug, and motor vehicle screening.

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