Auto Glass General Manager

• 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