SOUTH BAY LUBE, INC.

JOB DESCRIPTION

Job Title: Service Manager

Reports to: General Manager

Minimum hours per week: 54

Employee Type: Salary Exempt

Job Description:

Directs and manages overall daily operations of a retail store in accordance with company goals to obtain optimum efficiency, economy of operations, and maximize profit. Ensures all image, customer service, security, and Human Resources guidelines are met.

Employees supervised: 4 to 15

Key Statistics: Customer Service Satisfaction (CSS) Scores, Mystery Shop Scores, Store Status Report (SSR), Computer Based Training Percentages (CBT), Store Key Performance Indicator, and Dash Board Scores.

Principal Accountabilities:

Service Managers are expected to spend substantially more than half their working time engaged in the duties and responsibilities detailed below. However, even when working on a car, a Manager still remains responsible for the Store and its operations. In addition, even though a Service Manager may be assisted by an Assistant Store Manager, the Service Manager ultimately remains responsible for all aspects of the Store’s operations. The job performance of a Service Manager will be evaluated based upon the Manager’s effectiveness in executing the duties and responsibilities listed below:

Employee Management

ü Responsible for maintaining appropriate staffing level of store.

ü Responsible for final hiring decisions of store personnel.

ü Responsible for planning the work, directing the employees and determining that standard operating procedures are being followed.

ü Responsible for coaching to enhance job performance to ensure employees are qualified to deliver the J Team Service Standards (JTSS) and expected customer experience.

ü Responsible for evaluating employee’s individual performance, conducting performance evaluation discussions, and completing written performance evaluations to be reviewed with the employees.

ü Responsible for administering the corrective action when performance is unacceptable.

ü Responsible for termination of employment when performance expectations are not met.

ü Responsible for conducting investigations associated with store operations and employees.

ü Responsible for determining employee rewards and recognition as appropriate.

ü Responsible for handling initial employee complaints.

ü Responsible for ensuring company store operations are in compliance with all company policies and state, local and federal regulations and laws.

ü Ensures payroll records are accurate and hourly employees clock in and out in accordance with company policy and state and federal regulations and laws.

ü Responsible for training Store employees.

ü Responsible for employee career development.

ü Responsible for employee scheduling

ü Ensure weekly customer service rallies are performed with employees.

ü Store Operations

ü Responsible for managing the following operational items:

ü Store labor costs (staffing)

ü Store budget, and profit and loss

ü Ordering, receiving, maintaining, and reconciling inventory.

ü Accountable for timely opening, closing of store and delivery of deposits to bank.

ü Responsible for overall store appearance.

ü Analyze, and where appropriate, implement recommendations made by Assistant Store Managers.

ü Responsible for maintaining store equipment.

ü Responsible for implementing marketing/customer experience programs.

ü Responsible for investigating and resolving customer complaints and warranties to company standards.

ü Responsible for continuous interaction with customers to ensure delivery of services meets JLI and South Bay Lube, Inc.’s standards, and expectations of the customer.

ü Responsible for continuous employee reinforcement to deliver the customer commitment – Fast, trustworthy, and knowledgeable…every time, everywhere.

ü Responsible for floor control – manages team to optimize JTSS and service times.

ü Properly operating lift equipment (i.e. jacks, stands, and hoist).

ü Replacement and installation of brake hardware, rotors, calipers, brake hoses, drums and master brake cylinders.

ü Resurfacing drums and rotors if necessary.

ü Cleaning and adjusting drum brakes and parking brakes.

ü Exchange of old contaminated brake fluid with new fluid and removal of air brake lines.

ü Anti-lock braking system (ABS) diagnostics and repair.

ü Front end/suspension repair.

ü Light drive train repair.

ü Wheel bearing service.

ü Operates and maintains brake lathe.

Health, Safety, Security, and Environment (HSSE)

ü Wear required Personal Protective Equipment (PPE) always, setting an example for others to follow.

ü Ensure a safe environment for employees and customers.

ü Ensure policy and procedures are effectively implemented when incidents occur.

ü Report near misses, first aids, recordable injuries, lost time injuries, environmental issues, inspections, and various agency notices to proper levels of management.

ü Ensure proper documentations and reporting in a timely manner.

ü Ensure security of company property.

Job Type: Full-time

Day range:

• Monday to Friday
• Weekends as needed

Shift:

• Day shift

Experience:

• Automotive Maintenance: 1 year (Required)
• Management: 1 year (Required)
• Sales: 1 year (Required)
• Customer Service: 1 year (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person