Service Manager

Bridgestone Corporation

Oxford, AL

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JOB DETAILS

SKILLS

ASE, Assembly Line, Automotive Management, Automotive Repair and Maintenance, Automotive Sales, Automotive Technology, Billing, Calendar Management, Capacity Utilization, Coaching, Communication Skills, Concrete, Corporate Social Responsibility, Credit Cards, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Service Evaluation, Customer Service Systems, Customer Support/Service, Documentation, Driver's License, Electricity, Electronics, Equipment Maintenance/Repair, Establish Priorities, Exceeded Sales Goal, Fast Food, First Aid, HVAC, Healthcare, High School Diploma, Housekeeping/Cleaning, IBM MVS Operating System, Inventory Levels, Inventory Management, Loading/Unloading, Loss Prevention, Maintenance Services, Mentoring, New Store Openings, OSHA, Onboarding, Operating Systems, Painting (Facilities and Maintenance), People Management, Performance Reviews, Printers, Problem Solving Skills, Product Shipments, Production Control, Property Maintenance, Quality Assurance, Resolve Customer Issues, Retail, Retail Management, Retail Operations, Retail Sales, Safety Compliance, Safety Equipment, Safety Process, Safety/Work Safety, Sales, Sales Promotions, Service Delivery, Store Closing, Store Opening, System Integration (SI), Team Building, Team Lead/Manager, Technical Sales, Tire Repair, Training Program, Training/Teaching, Up-Selling, Vehicle Driving, Willing to Travel

LOCATION

Oxford, AL

POSTED

3 days ago

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 $4.5 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 are 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, service associates and service instruction to increase capacity utilization through efficient/effective processing of tire and service demand.___Bridgestone is committed to fair and lawful compensation practices. All employees receive pay that meets or exceeds the applicable minimum wage requirements.___ResponsibilitiesThe responsibilities and duties of this role include, but are not limited to:Manages Overall Automobile Service Operations (~30% of 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.* Is responsible for control of store assets in service department area.* 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 the Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department.* Maintains ultimate performance standards and holds vehicle service teammates accountable through performance appraisals.* Assists technicians in sophisticated diagnostics as needed.* Manages all automotive service functions.* Visually reviews all service tickets, prices and prioritizes each ticket while coaching associates on technical and sales skills.* Conducts intermittent reviews of Service Teammate inspection & service quality with a goal of eliminating documentation errors and missed add on sales opportunities.* The MVS is the last line of defense for inspection quality with a goal of eliminating documentation errors and missed add on sales opportunities.Manages People (~30% of the time)* Directly and indirectly hires service department associates.* Interviews prospective employees, 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, and 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 vehicle 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.* Responsible for vehicle service teammate development through mentoring, leverage of BSRO education opportunities, assistance in certification attainment and communication of career progression opportunities.* Establishes performance standards and conducts individual employee performance appraisals.* Conducts group meetings with associates.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 BOSS on 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.* As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other duties that are necessary to meet customer relationship requirements.* Practices courtesy, honesty, and good judgment with all customers and store teammates.* 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 candidatePHYSICAL 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 locationManagement 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 locationsStore 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* Opening doors requires (20 to 45 lbs.) of lifting force* Closing doors requires (20 to 80 lbs.) of pulling force without the use of body weight* Drive customer vehicles* Pull new tires for customers weighing between (11 lbs. & 72 lbs.) with the majority between (27 & 35 lbs.)* Tire racks are between (4in. & 106in.) with ladders and step ladders available depending on the store* 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 feetWORK ENVIRONMENTDaily duties involve working within a 3 to 25-bay retail automotive service store. Stores are open 7 days per week, 75 - 91 hours and constant adjustments in service staffing levels are required to match the sales/work flow. The Manager of Vehicle Services indirectly directs 3-8 employees in an of the store which has:* Cold work environment in the winter with cold cement floor.* Hot work environment in the summer.* Need for continual implementation/maintaining of all Safety & Health and environmental policies with knowledge, skill and good judgment.Minimum Qualifications* High School Diploma or equivalent* 5 years of automotive technical experience with 2 years of engine performance/driveability experience.* Problem solving as it relates to customer complaints* Must have a valid automobile driver's license at all times and be able to drive customer and company vehicles* Must have completed all of the current and required BSRO store education courses & modules required for this position* ASE Certified in (A4) Suspension & Steering, (A5) Brakes, (A6) Electrical/Electronics Systems, (A7) Heating & Air Conditioning, (A8) Engine Performance.* 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* Must have completed all of the current and required BSRO store education courses & modules required for this position.At Bridgestone, you are Free to BeWe believe people can only provide superior service and quality to others when they bring their whole self to work. 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 are made of, because who you are is what we need.What we offerAt Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to "Serve Society with Superior Quality", for that, we offer you more than just a competitive compensation; we will provide you:* A supportive and engaging onboarding experience to ensure a smooth transition into our team.* The opportunity to develop and grow, through training and regular mentorship.* Corporate Social Responsibility activities.* A truly global, dynamic and challenging work environment.* Agility and work/life effectiveness and your long-term well-being.* A diverse and inclusive team.Bridgestone is proud to be an Equal Employment Opportunity 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.

About the Company

Bridgestone Corporation

At Bridgestone, our dream is to become a truly global enterprise and to establish the Bridgestone brand as the undisputed world No. 1 brand in both name and substance. Across the globe, our entire team is focused on achieving this goal.

The roots of our dream date back to the establishment of Bridgestone Tire Co., Ltd. in 1931. Anticipating the future potential of tires for passenger cars and the international development of the business, founder Shojiro Ishibashi used an English translation of his surname for the name of the company. Even then he may indeed have been dreaming of the future of the Bridgestone Group.

As Japan's automobile industry grew, The Bridgestone Group expanded its business to become Japan's largest tire manufacturer. The company also actively expanded overseas, particularly in Asia. In 1988, the company acquired The Firestone Tire & Rubber Company, a well respected global corporation with a venerable history of its own. This transformed Bridgestone into one of the world's largest tire and rubber companies and created a global team dedicated to serving customers worldwide with the highest level of quality, service and technology.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Automotive and Parts Mfg

FOUNDED

1931

WEBSITE

http://www.bridgestone.com/