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 appropriate products and services.

All personnel are expected to embody core behaviors that enhance our ability to deliver 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. Strives to deliver exceptional service 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. Presents information in an engaging and comprehensible manner.

4. Attention to Detail

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

5. Dependability

Takes personal accountability for work quality, timeliness, and outcomes, completing tasks with minimal supervision.


ESSENTIAL JOB FUNCTIONS

  • Identifies and addresses customer needs, concerns, and inquiries in a professional manner.
  • Communicates customer requirements to the service team for accurate diagnosis.
  • Confirms that the necessary services have been performed by the service department.
  • Promotes and sells automotive products, including tires and maintenance services, to meet customer needs.
  • Maintains up-to-date knowledge of all products and services offered, as well as those of competitors.
  • Provides accurate information to customers both in person and over the phone.
  • Builds trust with customers through integrity and a genuine concern for their needs.
  • Delivers superior customer service that exceeds expectations while adhering to company policies.
  • Effectively communicates with customers and staff regarding all relevant information.
  • Develops a loyal customer base through exceptional service.
  • Prepares precise estimates and invoices for customer services.
  • Processes customer transactions accurately using established procedures.
  • Understands and performs Maintenance Technician responsibilities.
  • Prioritizes daily tasks to ensure timely delivery of products and services.
  • Organizes and manages daily workflow effectively.
  • Demonstrates decisiveness and efficient time management.
  • Trains and motivates staff to enhance performance.
  • Evaluates and manages employee performance fairly and in accordance with company policies.
  • Delegates responsibilities effectively, utilizing team members' strengths.
  • Handles customer complaints and operational issues with professionalism and fairness.
  • Exhibits reliability in all interactions with customers and team members.
  • Analyzes business performance data to improve operations and productivity.
  • Manages employee productivity, operational costs, and inventory efficiently.
  • Aims to meet established performance goals.
  • Communicates effectively with management regarding issues and results.
  • Utilizes company software and systems proficiently.
  • Adheres to 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 staff.
  • 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, candidates must successfully perform essential duties. The following qualifications are representative of the knowledge, skills, and abilities required:

EDUCATION and/or 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. Knowledge of tire and automotive sales, customer service, and retail operations is essential.

LANGUAGE SKILLS

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

MATHEMATICAL SKILLS and REASONING ABILITY

  • Ability to perform basic mathematical operations using whole numbers, fractions, and decimals.
  • Ability to solve practical problems and navigate variable situations.
  • Ability to interpret various forms of instructions.

PHYSICAL DEMANDS

The physical demands described are representative of those required to perform essential functions. Reasonable accommodations may be made for individuals with disabilities.

While performing duties, employees are regularly required to stand for extended periods, lift and set up product displays weighing up to 50 lbs, and maneuver under vehicles to diagnose issues. Regular use of hands for operating tools and equipment is necessary. Specific vision abilities required include close vision and depth perception.

WORK ENVIRONMENT

Employees are regularly exposed to mechanical parts and various environmental conditions. The noise level is typically loud, and extended hours may be required, including weekends.

MISCELLANEOUS

A valid driver's license and acceptable driving record are required. A background check is a condition of employment.

This job description is subject to change and is not intended to be a comprehensive list of all responsibilities.

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