Hybrid Service Manager bei South Bay Lube Inc

Description

SOUTH BAY LUBE, INC.

JOB DESCRIPTION

Job Title: Service Manager

Reports to: General Manager

Minimum hours per week: 48

Employee Type: Salary Exempt

Job Title: Service Manager

Reports to: General Manager

Minimum hours per week: 48

Employee Type:  Salary Exempt

Job  Description:

Directs and manages overall daily   operations of a retail store in accordance with company goals to obtain   optimum efficiency, economy of operations, and maximize profit. Ensures all image, customer service,   security, and Human Resources guidelines are met.

Employees  supervised: 4 to 15

Key  Statistics:   Customer Service Satisfaction (CSS) Scores, Mystery Shop Scores, Store Status   Report (SSR), Computer Based Training Percentages (CBT), Store Key   Performance Indicator, and Dash Board Scores.

Principal  Accountabilities:

Service Managers are expected to spend   substantially more than half their working time engaged in the duties and   responsibilities detailed below. However, even when working on a car, a Manager still remains   responsible for the Store and its operations. In addition, even though a Service Manager may be assisted by an   Assistant Store Manager, the Service Manager ultimately remains responsible   for all aspects of the Store’s operations. The job performance of a Service Manager will be evaluated based upon   the Manager’s effectiveness in executing the duties and responsibilities   listed below:

Employee Management

• Responsible   for maintaining appropriate staffing level of store.
• Responsible   for final hiring decisions of store personnel.
• Responsible   for planning the work, directing the employees and determining that standard   operating procedures are being followed.
• Responsible   for coaching to enhance job performance to ensure employees are qualified to   deliver the J Team Service Standards (JTSS) and expected customer experience.
• Responsible   for evaluating employee’s individual performance, conducting performance   evaluation discussions, and completing written performance evaluations to be   reviewed with the employees.
• Responsible   for administering the corrective action when performance is unacceptable.
• Responsible   for termination of employment when performance expectations are not met.
• Responsible   for conducting investigations associated with store operations and employees.
• Responsible   for determining employee rewards and recognition as appropriate.
• Responsible   for handling initial employee complaints.
• Responsible   for ensuring company store operations are in compliance with all company   policies and state, local and federal regulations and laws.
• Ensures   payroll records are accurate and hourly employees clock in and out in   accordance with company policy and state and federal regulations and laws.
• Responsible   for training Store employees.
• Responsible   for employee career development.
• Responsible   for employee scheduling
• Ensure   weekly customer service rallies are performed with employees.
• Store   Operations
• Responsible   for managing the following operational items:
• Store   labor costs (staffing)
• Store   budget, and profit and loss
• Ordering,   receiving, maintaining, and reconciling inventory.
• Accountable   for timely opening, closing of store and delivery of deposits to bank.
• Responsible   for overall store appearance.
• Analyze,   and where appropriate, implement recommendations made by Assistant Store   Managers.
• Responsible   for maintaining store equipment.
• Responsible   for implementing marketing/customer experience programs.
• Responsible   for investigating and resolving customer complaints and warranties to company   standards.
• Responsible   for continuous interaction with customers to ensure delivery of services   meets JLI and South Bay Lube, Inc.’s standards, and expectations of the   customer.
• Responsible   for continuous employee reinforcement to deliver the customer commitment – Fast,   trustworthy, and knowledgeable…every time, everywhere.
• Responsible   for floor control – manages team to optimize JTSS and service times.
• Properly   operating lift equipment (i.e. jacks, stands, and hoist).
• Replacement   and installation of brake hardware, rotors, calipers, brake hoses, drums and   master brake cylinders.
• Resurfacing   drums and rotors if necessary.
• Cleaning   and adjusting drum brakes and parking brakes.
• Exchange   of old contaminated brake fluid with new fluid and removal of air brake   lines.
• Anti-lock   braking system (ABS) diagnostics and repair.
• Front   end/suspension repair.
• Light   drive train repair.
• Wheel   bearing service.
•  Operates   and maintains brake lathe.
• 
  
• Health,   Safety, Security, and Environment (HSSE)
• Wear   required Personal Protective Equipment (PPE) always, setting an example for   others to follow.
• Ensure   a safe environment for employees and customers.
•  Ensure   policy and procedures are effectively implemented when incidents occur.
•  Report   near misses, first aids, recordable injuries, lost time injuries,   environmental issues, inspections, and various agency notices to proper   levels of management.
• Ensure   proper documentations and reporting in a timely manner.
• Ensure   security of company property.

Requirements

Job Knowledge, Skills and Experience:

High school diploma or equivalent required.

Ability to calculate figures and work with budgets and understand company financial documents.

Ability to effectively lead others.

Ability to coach and counsel to achieve business results.

Excellent problem solving and customer relationship skills.

Strong communication skills.

Four years of automotive or retail experience preferred.

Ability to speak, read, and write English.

Valid Driver’s License required.

Ability to effectively use the PosNet system.

100% completion of required computer based training (CBT) and certified for all positions required.

Successful completion of management training modules for store manager level required.

Physical Requirements

The SM position will require the employee to regularly service cars. Thus, while performing the duties of this job the employee is regularly required to stand and walk.

Use of hands, and fingers to feel, reach with hands and arms.

Flexibility to work in awkward positions.

Able to climb stairs.

Able to lift objects up to 50 pounds and transfer from one height to another.

Able to climb, balance, stoop, kneel, crouch and crawl.

Able to communicate clearly.