Automotive Service Operations Manager

2 weeks ago

North Ridgeville, Ohio, United States Conrad's Tire Express and Total Car Care Full time

Automotive Service Manager - Job Overview


SUMMARY

The Automotive Service Manager oversees the service department, ensuring that customer needs are accurately diagnosed and addressed through suitable products and services.

All personnel are expected to exhibit core behaviors that enable us to deliver the exceptional service our customers anticipate:

Key Competencies

1. Customer Orientation

Maintains a customer-centric approach, proactively identifying and resolving concerns and requirements. Aims to provide outstanding service to foster customer loyalty.

2. Commitment to Learning

Proactively seeks to acquire new knowledge to enhance and refine skills.

3. Effective Communication

Listens attentively and communicates in a respectful and effective manner. Presents information clearly and engagingly.

4. Attention to Detail

Completes tasks with precision and thoroughness, adhering to established processes and standards.

5. Dependability

Takes personal accountability for all aspects of work, including quality, timeliness, and outcomes, striving to complete tasks with minimal supervision.


ESSENTIAL JOB FUNCTIONS

  • Identifies and addresses customer needs, concerns, complaints, and inquiries in a professional manner.
  • Communicates customer requirements to the service team for accurate diagnosis.
  • Confirms with the service team that necessary services have been performed.
  • Promotes and sells tires, automotive accessories, service repairs, and preventative maintenance to meet customer needs.
  • Stays informed about current product knowledge on all tires, services, and other offerings, including those of competitors.
  • Provides accurate responses to inquiries both over the phone and in person.
  • Builds a trustworthy relationship with customers based on integrity and fairness, demonstrating genuine concern for their needs.
  • Delivers superior customer service that exceeds expectations while adhering to company policies.
  • Effectively listens to understand and communicates relevant information to customers and staff.
  • Develops a loyal customer base.
  • Prepares precise estimates and invoices for customers.
  • Processes customer invoices following established procedures.
  • Understands and performs the duties of a Maintenance Technician.
  • Prioritizes daily tasks to ensure timely delivery of products and services to customers.
  • Organizes and manages daily workflow effectively.
  • Demonstrates decisiveness and efficient time management.
  • Trains, develops, and motivates team members.
  • Evaluates and provides constructive feedback to employees in a fair manner.
  • Delegates responsibilities effectively, utilizing the strengths of team members.
  • Handles customer complaints and operational issues calmly and consistently.
  • Exhibits reliability in all interactions with customers and staff.
  • Analyzes performance data to enhance productivity and operational efficiency.
  • Manages employee performance, store expenses, and inventory effectively.
  • Aims to achieve established monthly performance goals.
  • Communicates operational questions and results to management promptly.
  • Utilizes computer systems and software proficiently.
  • Follows daily operational procedures accurately.
  • Maintains current knowledge of products and services offered.
  • Ensures accurate inventory management for all products.
  • Understands and communicates company policies to team members.
  • May be required to assist at other locations as needed.
  • Completes all administrative tasks and paperwork accurately and on time.

QUALIFICATIONS

To excel in this role, an individual must effectively perform all essential duties. The following qualifications are representative of the knowledge, skills, and abilities required:

EDUCATION and/or EXPERIENCE

High school diploma; two to four years of relevant experience and/or training; or a combination of education and experience in automotive service, sales, and customer service.

LANGUAGE SKILLS

  • Ability to read and interpret safety rules, operating instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to communicate effectively in front of groups.

MATHEMATICAL SKILLS and REASONING ABILITY

  • Ability to perform basic mathematical operations.
  • Ability to solve practical problems in various situations.
  • Ability to interpret a variety of instructions in different formats.

PHYSICAL DEMANDS

This position requires the ability to perform essential functions, including standing for extended periods, lifting up to 50 lbs., and maneuvering under vehicles.

WORK ENVIRONMENT

Employees may be exposed to mechanical parts, fumes, and various weather conditions. The work environment is typically loud, and extended hours may be required.

MISCELLANEOUS

A valid driver's license and acceptable driving record are required. A background check is necessary as part of the employment process.

This job description is subject to change based on the needs of the company.

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