Actively lead market level performance though: key metrics, quality, individual skill levels and culture
Manage all inventory, returns, and dealer inventory in market. (Drop boxes, vans, and in shop locations)
Work collaboratively with 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 field.
Ensure staff is current on AGSC, DOW, and other appropriate Training systems.
Manage and hold all staff accountable for performance through scorecard.
Ensure customer satisfaction by coaching staff and resolve customer concerns as required.
Manage 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.
Always maintain installer schedule ensuring adequate market coverage.
Process and Report all monthly reports accurately and timely.
Process performance and coaching reviews as necessary and required by Ultimate.
Build and maintain 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 plan and follow up timeline 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.
MARKET PROFITABILITY:
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 call center to ensure market profitability to plan.
Monthly review of monthly selling expense including fuel cost, shop supplies, small tools, etc. for accuracy.
Perform market survey 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 valid a 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 organization
Ability to work beyond normal business hours to ensure all job description responsibilities are met timely and accurately.
BEHAVIORS/COMPETENCIES
Integrity
Respect and accountability at every level and every interaction
Customer Service
Provide the highest level of customer service while building customer satisfaction and retention
Innovation
Develops and displays innovative approaches and ideas to our business
Teamwork
Contributes 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 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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
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