Commercial Tire Service Manager
Location
Newport News, VA | United States
Job description
JOB DESCRIPTION AND RESPONSIBILITIES
- Direct responsibility for Road Service Call Center in facilitating and managing all outside PM s and repairs.
- Lead team of service technicians establishing policy, procedures, and clarification when questions arise.
- Lead daily department activity ensuring the volume of work produced meets or exceeds company standards and ensures customer satisfaction.
- Establish and monitor department KPI s and individual metrics; coach employees for continual improvement in productivity and customer service.
- Review and approve high value and/or major repair estimates to ensure suggested repairs meet acceptable industry standards and that all applicable manufacture warranties have been applied.
- Review Road Service work orders to ensure billing and task coding is accurate to all G/L accounts.
- Lead and assist in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
- Monitor, on a daily basis, all inside and outside repairs while in process or post repair to capture unapplied warranties. Assist Shop and Service Manager on active downed units under repair to capture unapplied or denied warranty coverage by working with dealerships management and/or OEM representatives to mitigate extended repair down time especially on major component failures.
- Assist with parts vendors off-the-shelf defective parts warranty and file required claims to recover repair costs.
- Support company culture. All employees are expected to consistently, effectively and reliably perform in accordance with the company’s values as set forth in our core competencies.
- Answer incoming phone calls and handle customer inquiries.
- Analyze tire problems and advise customer as to solutions.
- Assign tasks to service employees in accordance with customer needs and employee skills.
- Assist with store inventory management.
- Follow and collect past due accounts.
- In conjunction with the Training Department, ensure service employees are properly trained for their positions.
- Maintain a clean and orderly work area.
- Handle payroll for department and track double time after hours calls.
- Schedule employees for after hours calls on a rotation schedule.
- Handle disciplinary actions for employees in department.
- Ensure adherence to all OSHA, and DOT safety regulations.
OTHER DUTIES/RESPONSIBILITIES - Other duties can and will arise, and candidate should be prepared to take on these challenges openly.
EDUCATION & EXPERIENCE - High School Degree or GED.
REQUIREMENTS - Ability to work in a fast paced, demanding environment.
- Must be able to work independently and also in a team environment doing other job duties as assigned.
- Position may require work responsibilities outside of normal business hours and infrequent travel.
WORK AUTHORIZATION We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
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