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Automotive Service Manager

2 months ago

Brunswick, United States Econrads Full time
Job Summary

We are seeking an experienced Automotive Service Manager to lead our service department at Econrads. As a key member of our team, you will be responsible for directing the service department in diagnosing customer needs and providing quality service to build customer loyalty.

Key Responsibilities
  • Customer Focus: Keep the customer in mind at all times, proactively identifying and addressing concerns and needs.
  • Desire to Learn: Actively seek to build or acquire new knowledge in order to improve and develop skills.
  • Interpersonal Effectiveness: Actively listen and communicate respectfully and effectively.
  • Detail Orientation: Complete tasks accurately, thoroughly, and with an eye toward quality.
  • Reliability: Assume personal responsibility for all aspects of work: quality, timeliness, and results.
Essential Job Functions
  • Determine and address customer needs, problems, complaints, requests, questions, and deadlines in a business-like manner.
  • Direct and communicate customer needs to the service department for diagnosis.
  • Verify with the service department that the appropriate services have been completed.
  • Sell tires, automotive accessories, service repairs, and preventative maintenance to satisfy customer needs.
  • Learn and maintain current product knowledge on all tires, service, and other products represented.
  • Accurately answer questions both over the phone and at the store location.
  • Establish a trusting relationship based on integrity and fairness with customers and demonstrate a sincere concern for them.
  • Provide superior customer service levels that exceed customer expectations while staying within company policies and guidelines.
  • Listen effectively to understand and communicate in a business-like manner to both customers and employees all pertinent subject matter.
  • Build a loyal customer base.
  • Prepare accurate estimates and billings for customers.
  • Invoice customers using proper procedures for cash, charge, credit, employee, fleet, and national accounts.
  • Know, understand, and perform the Maintenance Technician duties.
  • Establish priorities on a daily basis among completing requirements to ensure that products and services are delivered to customers as promised.
  • Analyze, organize, and prioritize daily workflow through 1-9 customer service system.
  • Demonstrate the ability to be decisive and manage use of time.
  • Effectively train, develop, and motivate store personnel.
  • Evaluate, encourage, and discipline employees in a fair and objective manner consistent with stated company policies and procedures.
  • Delegate authority by recognizing and utilizing the skills of others.
  • Handle customer complaints, employee conflicts, and daily operational problems in an even-tempered, fair, and consistent manner.
  • Demonstrate reliability in all actions with customers and employees.
  • Learns and understands the performance business data and applies it fairly to daily operations and decisions in order to increase productivity.
  • Effectively manage employee productivity, store expenses, and inventory.
  • Reach established monthly goals.
  • Communicate questions, problems, and results to the Store Leader in a timely manner.
  • Learns and utilizes the computer system, software, and transfer system.
  • Follow daily opening and closing procedures accurately.
  • Learns and maintains current product knowledge on all tires, service, and other product lines represented.
  • Maintain accurate inventories for tires, parts, and other product lines.
  • Understand, follow, apply, and communicate all current and newly-written policies to subordinates.
  • Report to other locations to fill-in for the manager, if required.
  • Respond accurately and on time to all administrative and paperwork duties and deadlines.
Qualifications

To perform this job successfully, an individual must be able to perform and enjoy each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Education and/or Experience: High school diploma; two to four years related experience and/or training; or equivalent combination of education and experience.
  • Tire and Automotive, Sales and Customer Service, and Retail Automotive Tire Branch Operations knowledge and skills.
Language Skills
  • Ability to read and interpret documents such as 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.
Miscellaneous

Acceptable driving record, in line with the stated Company Policy, and valid driver's license.