Service Manager

Company OverviewBridgestone Retail Operations (BSRO) is part of Bridgestone Americas and employs over 22,000 teammates in North America. BSRO operates more than 2,200 company-owned stores, including Firestone Complete Auto Care, Tires Plus and Wheel Works locations. With locations across North America and more than $3 billion in tire and auto service sales, Bridgestone Retail Operations is the right place to build a career.Whatever role you fill, when you represent the Bridgestone name, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality.” We start by offering each teammate more than just competitive pay. We provide formal training, performance incentives, paid vacation and holidays, competitive healthcare packages for full-time and part-time employees, and a 401k plan to help build towards your future.We believe people can only provide superior service and quality to others when they are allowed to bring their whole self to work and know they are supported. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you’re made of. Show us the smart stuff, the tough stuff, the bold, beautiful and brave stuff. Because who you are is what we need.Job CategoryRetailPosition SummaryManage all vehicle services, equipment, vehicle service teammates, and service instruction to increase capacity utilization through efficient/effective processing of tire and service demand.ResponsibilitiesThe responsibilities and duties of this role include, but are not limited to:Manages Overall Automobile Service Operations (30% of the time)

Manages all automotive service functions by overseeing continuous flow production through the proper implementation of the Integrated Store Operating System.

Manages parts inventory and outside purchases, including assisting in maintaining stock inventory levels to minimize outside purchases.

Manages the return of unused parts to vendors, including following up on credits, invoicing, etc.

Reviews shop area, equipment and teammates for compliance with company safety procedure.

Is familiar with basic OSHA laws.

Responsible for control of store assets in service department area – ensures all equipment is in safe operating condition and that service area is clean and hazard free.

Is responsible for shop safety including, but not limited to, use of and maintenance of safety equipment, i.e. glasses, eye wash stations, first aid kits, etc.

Oversees Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department.

As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other physical duties that are necessary to meet customer relationship requirements.

Enforces wheel torqueing by all personnel.

Ensures that proper vehicle inspections are being conducted.

Conducts intermittent reviews of Service Teammate inspection & service quality with a goal of eliminating documentation errors and missed add on sales opportunities.

Service Managers are the last line of defense for inspection quality and are expected to catch any missed estimating opportunities.

Manages People (30% of the time)

Directly and indirectly selects service department teammates.

Interviews prospective vehicle service teammates, determining qualifications for open positions and assists Store Manager on final employment decisions.

Supervises the work of technicians and service personnel, planning and scheduling their duties, assigning special work duties, following up on completion of assignments.

Ensures that the service department is staffed at the optimum level of number and quality of teammates.

Creates a highly motivated team environment/climate.

Is responsible for service teammate area organization and professionalism to provide both a positive teammate and customer experience. This includes teammate changing areas, stock room, restroom and break areas.

Develops technicians at every level. Specifically grows lower-level technicians by putting them with the right person to shadow, teaching processes/procedures, and ensuring safety so they can develop into a higher-level technician.

Develops, instructs, and educates teammates in product, position, and selling areas which are appropriate through on-the-job training and BSRO Education or external educational programs, like ASE.

Maintains ultimate performance standards and holds vehicle service teammates accountable through performance appraisals.

Customer Service and Sales Activities (30% of the time)

Directly handles customers in areas of sales, service, complaints, adjustments, etc., including greeting and handling customers to conclusion in store and over telephone.

Handles customer complaints and tire adjustments.

Develops customer loyalty and retention through relationship selling.

Grows profit through service or tire recommendations as needed by the customer, including alignments, flushes, scheduled maintenance services, etc.

Keeps current on special event promotions for suggestive selling.

Meets or exceeds customer’s service expectations.

Assists with the BOSS in more complex repair estimates.

Solicits and promotes customer use of CFNA Credit Card as frequently as possible.

Miscellaneous Functions (10% of the time)

Opens and/or closes the store as required and directed, which includes cash control and asset protection.

Attends all store, area, and special meetings as required by store or area management.

Practices courtesy, honesty, and good judgment with all customers and store teammates.

As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other physical duties that are necessary to meet customer relationship requirements.

Other duties and tasks as assigned by store or area manager.

PREFERRED QUALIFICATIONS

2-year degree or non-traditional education through training program completion, certification, or other exhibiting the growth mindset that is needed in this candidate

PHYSICAL DEMANDSCustomer Service

Sales floor counters are between (39in. & 44in.)

Paperwork and printers are between (18in. & 39in.)

Operate computer to look up parts and materials as well as invoice customers

Work directly with customers throughout the day

Retail locations can see between 15 and 55 customers per day depending on the location

Management Activities

Daily duties involve management of a 3 to 25-bay retail automotive service store. Stores are open 7 days per week, 77 to 91 hours, and constant adjustments in staffing levels are required to handle the fluctuating sales/work flow

Coaches, leads, and motivates 6 to 21 teammates

Constantly move about the store sales floor with customers, the stock room which is usually at least two stories, the outside concourse to meet and greet customers in their cars, and the car service department where the bulk of the daily business takes place.

Perform computer work for ordering and receiving products

Make calls to outside suppliers for parts and equipment as needed

May travel to meeting locations

Store Upkeep

May setup and take down outside tire rack requiring (45 lbs.) of force to push down on jack to lift rack and (30 to 65 lbs.) to push/pull rack in and out of the store

May stack tires outside store for displays between (1in. & 72in.)

Store displays are between (1in. & 75in.)

Tires can weigh between (11 lbs. & 72 lbs.) with the average at (27 to 35 lbs.)

Setup and take down signs outside the store as needed

Spray tires with black paint prior to putting on display to cover manufacturing lines

Use a dry mop or broom if needed to keep the floor clean

Stock paper products and soap in the restrooms

Use rags or paper towels and spray bottles to keep displays, counters, and other areas clean

All cleaning supplies and paper products weigh less then (5 lbs.)

Store Deliveries

Tire deliveries contain between 90 & 400 tires 1 time per week depending on the retail location

Storage racks are between (4in. & 106in.)

Depending on the retail location, tires can be stored in the following manner

Stack tires on carts between (1in. & 72in.) to take to storage. Then place in storage racks.

Roll tires to storage and place in storage racks

Roll tires to storage and place on a conveyor between (18in. & 43in.) then into racks

Roll tires to storage and place into stacks

Tires weigh between (11 lbs. & 72 lbs.)

Majority of tires weight between (27 lbs. & 35 lbs.)

Vehicle Service

Tire deliveries contain between 90 & 400 tires 1 time per week depending on the retail location

Storage racks are between (4in. & 106in.)

Depending on the retail location, tires can be stored in the following manner

Stack tires on carts between (1in. & 72in.) to take to storage. Then place in storage racks.

Roll tires to storage and place in storage racks

Roll tires to storage and place on a conveyor between (18in. & 43in.) then into racks

Roll tires to storage and place into stacks

Tires weigh between (11 lbs. & 72 lbs.)

Majority of tires weight between (27 lbs. & 35 lbs.)

Supplies are between (5in. & 112in.) with ladders and step ladders available depending on the store

Supplies weigh between (1 & 42 lbs.)

Pulling out floor jack arms from under the vehicle requires (3 to 20 lbs.) of force

Adjusting arm length requires (3 to 22 lbs.) of force

Maneuvering rack arms from the sides of the vehicles requires (3 to 22 lbs.) of force and are typically moved with feet

WORK ENVIRONMENTDaily duties involve management of a 3 – 25 bay retail automotive service department portion of BSRO store. Stores are open seven days per week. 75-91 hours and constant adjustments in service staffing levels are required to match the sales/work flow. Service Manager directs three to eight employees in area of store which has:

Cold work environment in the winter with cold cement floors.

Hot work environment in the summer.

Need for continual implementation/maintaining of all Loss Prevention and environmental policies with knowledge, skill and good judgment.

Minimum Qualifications

High School Diploma or equivalent

4 years of auto service technical experience

1 year of service manager or service writer experience

Problem solving – customer complaints

Aptitude to manage inventory, scheduling, equipment maintenance, etc.

Capacity to lead and coach others

Teammate and customer/communication skills

Ability to recruit and select technicians and general service teammates successfully according to store requirements

Willingness to continue education and remain current in automotive repair issues

Must have completed all of the current and required BSRO store education courses & modules required for this position.

Must have valid automotive driver’s license at all times in order to test drive customer’s vehicles

Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.Employment EligibilityIf hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.