Service Manager

Advance Auto Parts•Guaynabo, PR

About The Position

The Service Manager is responsible for the overall direction, coordination, and evaluation of direct and indirect reports, 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 and counseling associates; addressing complaints; and resolving problems. The manager oversees store productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance. They train and coach service-selling associates on Gas 3, vehicle inspections, and store systems, and partner in recruiting and interviewing talent. They oversee back-shop operations, workflow, productivity, safety, inspections, and repairs, including proper work-order practices and customer authorization for work. The position also supports customer service standards and satisfaction programs, resolves customer complaints equitably, follows transaction and inventory procedures, maintains fleet customer relationships, and advises team members, technicians, and customers on tires, parts, and service programs. The Service Manager communicates with store team members, managers, and customers, serves as a key holder, and performs opening and closing responsibilities.

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.
Minimum desired of one year of supervisory experience.
Valid driver's license.
Basic knowledge of mathematical concepts, including arithmetic, 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 using upselling techniques.
Strong cash-handling skills, including use of POS 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 up to 50 pounds without assistance.
Ability to stand and walk for long periods and frequently reach overhead and 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; enter and locate information on a computer; present information to groups; and visually verify information, often in small print.
Ability to 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 while ensuring compliance with policies, procedures, asset protection, safety and environmental codes, and laws.
Assign, supervise, and appraise work; motivate and counsel associates; address complaints and resolve problems.
Oversee 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.
Ensure work orders are generated before vehicles enter bays, remain visible on vehicles, and work is authorized by customers before it is performed.
Ensure tire registration with DOT and DACOs stamp on invoices, and oversee completion of vehicle inspections and proper service repairs.
Execute customer service standards and satisfaction programs and resolve customer complaints equitably.
Follow cash, credit, check, refund, return, POS transaction, inventory integrity, 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.