Service Manager

Advance Auto Parts•Bayamón, PR

About The Position

The Service Manager is responsible for directing and evaluating direct and indirect reports while ensuring compliance with company policies, procedures, asset protection requirements, safety and environmental codes, and applicable laws. The role manages team members by assigning, supervising, and appraising work; motivating, counseling, and rewarding associates; and resolving complaints and problems. The position oversees store productivity, profitability, work environment, relationships, visual presentation, and operational compliance. It trains and coaches service-selling associates on Gas 3, vehicle inspections, and store systems, and partners in recruiting and interviewing talent. The Service Manager monitors shop workflow, productivity, procedures, and safety, and is largely responsible for day-to-day back-shop operations, including ensuring inspections and repairs are completed properly. The role ensures customer-service standards and satisfaction programs are carried out, resolves complaints equitably, and follows policies for financial transactions, inventory, returns, parts procurement, and vendor payments. It builds Fleet service customer relationships, advises team members, technicians, and customers on tires, parts, and service programs, and communicates with store employees, managers, and customers. The Service Manager is a key holder and performs opening and closing duties, along with other assigned duties.

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 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 upselling 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 extended periods and frequently reach overhead or below the knees, squat, bend, stoop, kneel, and twist.
Ability to climb ladders to retrieve and stock merchandise.
Ability to communicate in person, by telephone, or using telecommunications equipment.
Ability to enter and locate information on a computer, present information to groups, and visually verify information, including small print.
Ability to safely operate a motor vehicle.
Ability to work under tight time constraints, handle sensitive data, multitask, meet deadlines, prioritize, manage time, and handle stress in a fast-paced 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 customer vehicles, obtain customer authorization before work, and ensure tire registration details are recorded on invoices.
Oversee day-to-day back-shop operations and ensure service staff complete vehicle inspections and proper repairs.
Execute customer-service standards and satisfaction programs and resolve customer complaints equitably.
Follow policies for cash, credit, check, refund, and return transactions; point-of-sale transactions; inventory integrity; reverse logistics; parts procurement; and vendor payments.
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 key holder and perform opening and closing responsibilities.
Perform other duties as assigned.