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 is responsible for overseeing the service department, ensuring that customer needs are accurately diagnosed and addressed through suitable products and services.

All personnel are expected to embody core behaviors that facilitate the high level of service our customers anticipate:

Key Competencies

1. Customer Orientation

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

2. Commitment to Learning

Proactively seeks to enhance knowledge and skills for personal and professional growth.

3. Effective Communication

Listens attentively and communicates with respect and clarity, ensuring information is conveyed in an engaging manner.

4. Attention to Detail

Completes tasks with precision and thoroughness, adhering to established protocols and procedures.

5. Dependability

Takes personal accountability for work quality, timeliness, and outcomes, striving to accomplish tasks with minimal supervision.


PRIMARY RESPONSIBILITIES

  • Identifies and addresses customer needs, concerns, and inquiries in a professional manner.
  • Communicates customer requirements to the service team for effective diagnosis.
  • Confirms with the service team that necessary services have been executed.
  • Promotes and sells automotive products, including tires and maintenance services, to meet customer demands.
  • Stays informed about current product offerings and competitor services.
  • Provides accurate information to customers both in person and over the phone.
  • Builds trust with customers through integrity and genuine concern.
  • Delivers exceptional customer service that exceeds expectations while adhering to company policies.
  • Effectively communicates relevant information to customers and staff.
  • Develops a loyal customer base.
  • Prepares precise estimates and invoices for customers.
  • Processes customer transactions accurately, including cash and credit payments.
  • Understands and performs the duties of a Maintenance Technician.
  • Prioritizes daily tasks to ensure timely delivery of products and services.
  • Organizes and manages daily workflow efficiently.
  • Demonstrates decisiveness and effective time management.
  • Trains and motivates service personnel effectively.
  • Evaluates and provides constructive feedback to employees in alignment with company policies.
  • Delegates responsibilities by recognizing and utilizing team members' strengths.
  • Handles customer complaints and operational issues with fairness and consistency.
  • Exhibits reliability in all interactions with customers and staff.
  • Utilizes performance data to enhance productivity and operational decisions.
  • Manages employee performance, store expenses, and inventory effectively.
  • Aims to meet established monthly performance goals.
  • Communicates operational questions and results to management promptly.
  • Utilizes company software and systems proficiently.
  • Adheres to daily operational procedures accurately.
  • Maintains current knowledge of product offerings and competitor services.
  • Ensures accurate inventory management for all products.
  • Understands and communicates company policies to staff.
  • May assist at other locations as needed.
  • Completes all administrative tasks and paperwork punctually.

QUALIFICATIONS

To succeed in this role, candidates must demonstrate the ability to perform essential duties satisfactorily. The following qualifications are required:

EDUCATION and EXPERIENCE

A high school diploma is required, along with two to four years of relevant experience or training, or an equivalent combination of education and experience in automotive service, sales, and customer service.

LANGUAGE SKILLS

  • Ability to read and interpret safety guidelines, operational instructions, and procedural manuals.
  • Ability to write routine reports and correspondence.
  • Ability to effectively communicate with groups of customers or employees.

MATHEMATICAL SKILLS and REASONING ABILITY

  • Ability to perform basic arithmetic 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 stand for extended periods, lift and move items up to 50 lbs, and perform tasks that involve bending and crouching. Reasonable accommodations may be made for individuals with disabilities.

WORK ENVIRONMENT

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

MISCELLANEOUS

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

This job description is subject to change and is not intended to be an exhaustive list of all responsibilities and skills required for the position.

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