Repair Center
7950 Haskell Ave
Van Nuys, CA 91406, USA
DescriptionActively lead market level performance through key metrics, quality, individual skill levels, and culture.Manage all inventory, returns, and dealer inventory in the market (Drop boxes, vans, and in shop locations).Work collaboratively with the market sales team to generate, close, and follow up on market sales leads.Manage all market account receivables including check, credit card processing, and other forms of payment taken in the field.Ensure staff is current on AGSC, DOW, and other appropriate training systems.Manage and hold all staff accountable for performance through scorecards.Ensure customer satisfaction by coaching staff and resolving customer concerns as required.Manage the daily scheduler to ensure all customer jobs are completed timely.Ensure customer/tech communications with 9 am ETA calls and follow-up calls prior to in-route status.Process and report payroll timely and accurately.Process and report all monthly reports accurately and timely.Process performance and coaching reviews as necessary and required by Ultimate.Build and maintain an employee recognition process to drive hard work.Recruit, interview, and hire new staff as required.Train new hires regarding company policy, procedures, and SOPs.Process all new hire paperwork and documents timely and accurately.Promote safe/clean working conditions and well-stocked vans with mobile fleet and respective shop areas.Ensure proper usage of market fleet, fleet maintenance, and fuel card usage.Enforce all company policies and standard operating procedures. Document and report situations and coach employees when these policies and SOPs are not met to director and HR.Build action plans and follow-up timelines for any incidents, performance issues, or other non-compliance of company policies.Report and thoroughly document any accidents or events related to customers or employees timely to Director and HR.Ensure employees maintain and use proper Personal Protective Equipment (PPE) and related safety equipment.Participate in external marketing and team-building activities as requested.Manage vendor performance respective to run fulfillment, returns performance, communication, etc.Evaluate monthly financials to review market financial performance including profit $ to plan, profit % to plan, return rate, return $ cost, labor margin, parts margin, misc. margin, etc.Manage all employee regular/overtime and commission pay to ensure labor margins remain at goal.Work collaboratively with the call center to ensure market profitability to plan.Monthly review of monthly selling expenses including fuel cost, shop supplies, small tools, etc. for accuracy.Perform market surveys on competitors to ensure competitiveness.SKILLS/REQUIREMENTS Minimum of five years Autoglass experience / auto body management experience REQUIRED.The hours for this role may vary daily depending on workload. You must have flexibility to work as needed.Proven leadership and track record of employee development.Ability to read and understand financial (P&L) statements required.AGSC Master Certification and DOW certification preferred.Ability to travel up to 25%.Must have a valid driver's license and be eligible for insurance coverage.Working knowledge of Auto Glass Point of Sales system and TEAMS management system.Advanced skills in Microsoft Office, including Word, Excel, Outlook, and PPT.Ability to read and interpret documents such as repair procedures, safety rules, operating and maintenance instructions, and procedure manuals.Ability to write routine reports and correspondence.Ability to speak effectively before groups of customers or employees of the organization.Ability to work beyond normal business hours to ensure all job description responsibilities are met timely and accurately.BEHAVIORS/COMPETENCIES IntegrityRespect and accountability at every level and every interaction.Customer ServiceProvide the highest level of customer service while building customer satisfaction and retention.Develops and displays innovative approaches and ideas to our business.TeamworkContributes to building a positive team spirit.Supports everyone's efforts to succeed.PHYSICAL DEMANDS & WORK ENVIRONMENT Frequently required to stand.Frequently required to walk.Occasionally required to sit.Frequently required to use hands and fingers.Frequently required to climb, balance, bend, stoop, kneel, or crawl.Continually required to talk or hear.Continually required to lift/push weights up to 100 pounds.Must be able to pass a background, drug, and motor vehicle screening.
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