Auto Glass General Manager

Repair Center

7950 Haskell Ave

Van Nuys, CA 91406, USA

Description

• Actively 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

BEHAVIORS / COMPETENCIES

Respect and accountability at every level and every interaction.

Provide the highest level of customer service while building customer satisfaction and retention.

Contributes to building a positive team spirit.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Must be able to pass a background, drug, and motor vehicle screening.

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