PR Service Manager

Advance Auto Parts•Trujillo Alto, PR

About The Position

The PR Service Manager directs and evaluates direct and indirect reports while ensuring compliance with company policies, procedures, asset protection requirements, safety and environmental codes, and applicable laws. The manager oversees team members’ work, including assignments, supervision, performance appraisals, motivation, counseling, and resolution of complaints and problems. The role is responsible for store productivity, profitability, work environment, relationships, visual presentation, and operational compliance. It includes coaching service-selling associates on Gas 3, vehicle inspections, and store systems; supporting recruitment and interviews; and monitoring shop productivity, workflow, efficiency, thoroughness, and safety. The manager oversees back-shop operations and ensures inspections and repairs are completed properly, work orders and customer authorizations are in place, and tire registrations are handled as required. The manager ensures customer-service standards and satisfaction programs are carried out, resolves customer complaints equitably, follows transaction and inventory procedures, and works with the Fleet business team to maintain and build customer relationships. The role also advises team members, technicians, and customers on tires, parts, and service programs; communicates with store teams, managers, and customers; and serves as a key holder responsible for opening and closing duties. Other duties may be assigned. This position requires the ability to work days, nights, holidays, and weekends. The physical environment includes frequent standing and walking, lifting merchandise and supplies up to 50 pounds, reaching, bending, squatting, kneeling, twisting, and climbing ladders. The role also involves operating a motor vehicle, using a computer and telecommunications equipment, and presenting information to groups.

Requirements

High school diploma or equivalent.
One year of experience in an automotive service environment.
Completion of a two-year college or technical program, or one to three years of service industry experience; a minimum of one year of supervisory experience is desired.
Valid driver’s license.
Basic knowledge of mathematical concepts, including addition, subtraction, multiplication, division, percentages, and fractions, and ability to apply formulas to calculate commissions and discounts.
Ability to exercise judgment and work independently.
Strong customer-service skills and ability to handle difficult customer situations.
Comfort with using up-sell techniques.
Strong cash-handling skills, including use of point-of-sale systems.
Strong verbal communication skills.
Demonstrated consistency, accuracy, and follow-through.
Ability to work days, nights, holidays, and weekends.
Ability to lift, carry, and place merchandise and supplies weighing up to 50 pounds without assistance.
Ability to stand and walk for long periods; reach overhead and below the knees; squat, bend, stoop, kneel, and twist; and climb ladders.
Ability to communicate in person, by telephone, or using telecommunications equipment; enter and locate information on a computer; present information to groups; visually verify information, including small print; and safely operate a motor vehicle.
Ability to work under tight time constraints, handle sensitive data, multitask, prioritize, manage time, and handle stress in a fast-paced, deadline-driven environment.

Responsibilities

Direct, coordinate, and evaluate direct and indirect reports in compliance with policies, procedures, asset protection requirements, safety and environmental codes, and laws.
Assign, supervise, and appraise work; motivate, reward, and counsel associates; address complaints and resolve problems.
Manage store productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance.
Train and coach service-selling associates on Gas 3, vehicle inspections, and store systems.
Partner in recruiting and interviewing talent to support operating efficiency and service levels.
Monitor shop productivity, workflow, procedures, efficiency, thoroughness, and safety.
Generate work orders before vehicles enter a bay, keep work orders visible on vehicles, obtain customer authorization before work, and ensure tire registration details are recorded as required.
Oversee day-to-day back-shop operations and ensure service staff complete vehicle inspections and appropriate repairs.
Execute customer-service standards and satisfaction programs, and resolve customer complaints equitably.
Follow cash, credit, check, refund, return, point-of-sale, inventory, reverse-logistics, parts procurement, and vendor-payment policies and procedures.
Partner with the Fleet business team to maintain and build Fleet service customer relationships.
Advise team members, technicians, and customers on tires, parts, and service programs.
Communicate effectively with store team members, managers, and customers.
Serve as a key holder and perform basic and detailed opening and closing responsibilities.
Perform other duties as assigned.