Service Manager

Job Title

Manage all vehicle services, equipment, service associates and service instruction to increase capacity utilization through efficient/effective processing of tire and service demand.

Responsibilities

The responsibilities and duties of this role include, but are not limited to:

• Manages overall automobile service operations (~30% of time)
• Manages parts inventory and outside purchases
• Manages the return of unused parts to vendors
• Reviews shop area, equipment and teammates for compliance with company safety procedure
• Is familiar with basic OSHA laws
• Is responsible for control of store assets in service department area
• Is responsible for shop safety
• Oversees the Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department
• Maintains ultimate performance standards and holds vehicle service teammates accountable through performance appraisals
• Assists technicians in sophisticated diagnostics as needed
• Manages all automotive service functions
• Visually reviews all service tickets, prices and prioritizes each ticket while coaching associates on technical and sales skills
• Conducts intermittent reviews of Service Teammate inspection & service quality
• Customer service and sales activities (~30% of the time)
• Directly handles customers in areas of sales, service, complaints, adjustments, etc.
• Handles customer complaints and tire adjustments
• Develops customer loyalty and retention through relationship selling
• Grows profit through service or tire recommendations
• Meets or exceeds customer's service expectations
• Miscellaneous functions (~10% of the time)
• Opens and/or closes the store as required
• Attends all store, area, and special meetings
• Other duties and tasks as assigned

Preferred Qualifications

2-year degree or non-traditional education through training program completion, certification, or other exhibiting the growth mindset that is needed in this candidate

Physical Demands

Customer service

• Sales floor counters are between (39in. & 44in.)
• Paperwork and printers are between (18in. & 39in.)
• Operate computer to look up parts and materials as well as invoice customers
• Work directly with customers throughout the day
• Retail locations can see between 15 and 55 customers per day depending on the location

Management activities

• Daily duties involve management of a 3 to 25-bay retail automotive service store
• Coaches, leads, and motivates 6 to 21 teammates
• Constantly move about the store sales floor with customers, the stock room, the outside concourse, and the car service department
• Perform computer work for ordering and receiving products
• Make calls to outside suppliers for parts and equipment as needed
• May travel to meeting locations

Store upkeep

• May setup and take down outside tire rack requiring (45 lbs.) of force
• May stack tires outside store for displays between (1in. & 72in.)
• Store displays are between (1in. & 75in.)
• Tires can weigh between (11 lbs. & 72 lbs.) with the average at (27 to 35 lbs.)
• Setup and take down signs outside the store as needed
• Spray tires with black paint prior to putting on display to cover manufacturing lines
• Use a dry mop or broom if needed to keep the floor clean
• Stock paper products and soap in the restrooms
• Use rags or paper towels and spray bottles to keep displays, counters, and other areas clean
• All cleaning supplies and paper products weigh less then (5 lbs.)

Store deliveries

• Tire deliveries contain between 90 & 400 tires 1 time per week depending on the retail location
• Storage racks are between (4in. & 106in.)
• Depending on the retail location, tires can be stored in the following manner
• Stack tires on carts between (1in. & 72in.) to take to storage. Then place in storage racks.
• Roll tires to storage and place in storage racks
• Roll tires to storage and place on a conveyor between (18in. & 43in.) then into racks
• Roll tires to storage and place into stacks
• Tires weigh between (11 lbs. & 72 lbs.)
• Majority of tires weight between (27 lbs. & 35 lbs.)

Vehicle service

• Opening doors requires (20 to 45 lbs.) of lifting force
• Closing doors requires (20 to 80 lbs.) of pulling force without the use of body weight
• Drive customer vehicles
• Pull new tires for customers weighing between (11 lbs. & 72 lbs.) with the majority between (27 & 35 lbs.)
• Tire racks are between (4in. & 106in.) with ladders and step ladders available depending on the store
• Supplies are between (5in. & 112in.) with ladders and step ladders available depending on the store
• Supplies weigh between (1 & 42 lbs.)
• Pulling out floor jack arms from under the vehicle requires (3 to 20 lbs.) of force
• Adjusting arm length requires (3 to 22 lbs.) of force
• Maneuvering rack arms from the sides of the vehicles requires (3 to 22 lbs.) of force and are typically moved with feet

Work Environment

Daily duties involve working within a 3 to 25-bay retail automotive service store. Stores are open 7 days per week, 75 91 hours and constant adjustments in service staffing levels are required to match the sales/work flow. The Manager of Vehicle Services indirectly directs 3-8 employees in an of the store which has:

• Cold work environment in the winter with cold cement floor.
• Hot work environment in the summer.
• Need for continual implementation/maintaining of all Safety & Health and environmental policies with knowledge, skill and good judgment.

Minimum Qualifications

High School Diploma or equivalent 5 years of automotive technical experience with 2 years of engine performance/driveability experience. - Problem solving as it relates to customer complaints - Must have a valid automobile driver's license at all times and be able to drive customer and company vehicles - Must have completed all of the current and required BSRO store education courses & modules required for this position ASE Certified in (A4) Suspension & Steering, (A5) Brakes, (A6) Electrical/Electronics Systems, (A7) Heating & Air Conditioning, (A8) Engine Performance. Capacity to lead and coach others - Teammate and customer/communication skills - Ability to recruit and select technicians and general service teammates successfully according to store requirements Must have completed all of the current and required BSRO store education courses & modules required for this position.

What We Offer

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to "Serve Society with Superior Quality", for that, we offer you more than just a competitive compensation;