at Service King in Memphis, Tennessee, United States
Position Title: General Manager Department: Operations
Reports To: Director of Operations
For over 40 years, Service King has been a collision repair operator of choice, with 350 locations in 24 states with a mission to provide a secure, fulfilling workplace that motivates our teammates to deliver safe, superior repairs with excellent customer service.
A General Manager is responsible for leading the shop’s operations and ensuring it meets or exceeds goals for customer service, gross profit and operational efficiency.
This position requires strong leadership and team building skills, investment in employee growth and development, a high level of technical expertise in collision repair estimatics and production, and strong customer relationship management experience.
Meet or exceed location revenue goals and other KPIs: Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality and efficiency, such that the location meets or surpasses KPIs
Labor assignment and production management: Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint
Teammate support: Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed
Monitor and attain production goals and standards: Ensure all repairs are in line with Service King and I-Car quality standards, all repairs are billed accurately and correctly, and back of shop PPE protocol is upheld for teammate safety
Complete shop payroll and staffing in a timely manner: Ensure production staff adheres to punch-in/out guidelines and flag-hour procedures for weekly payroll processing and manage staff PTO, vacation or leave
Manage daily production flow: Communicate with team (Body Technicians, Repair Planners, Shop Assistants) to ensure production is moving as needed to meet delivery requirements
Write DRP complaint estimates (as needed): Write complete estimates after full disassembly and damage discovery, update CE’s estimates as needed, and lock final estimates
Team acquisition, coaching and development: Responsible for understanding all teammate position requirements, interviewing and hiring the best candidates for roles based on skills and experience, and providing individual teammate performance coaching, feedback and support for growth/progression opportunities
Additional responsibilities as assigned Competencies:
Teamwork – Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates.
Accountability – Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement.
Results Driven – Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals.
Sound Judgment – Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely resolution.
Customer Focus – Maintains a relentless focus on customers and is committed to the continuous improvement of services; Keeps internal and external customers in mind at all times and strives to proactively address customer concerns and needs.
Model the Way – Be authentic to the Service King Core Values, ‘The Service King Way’; Be the example by aligning your behaviors in a way that shows others how to act.
Inspire a Shared Vision – Challenge yourself and your team by creating bold objectives that excite and inspire; Create a personal connection between a teammate’s goals, your team’s goals and Service King’s Vision.
Challenge the Process – Be the owner of the process committed to constant improvement both personally and collectively as a team; Look for new ways to get things done effectively and learn from mistakes.
Enable Others to Act – Develop your talent by ensuring teammates are engaged, challenged, and growing; Share power and responsibility by involving your team on routine and important tasks and decisions.
Encourage the Heart – Recognize hard work and reward success; Build strong relationships by caring about your team and celebrating both large and small victories.
Analytical Ability – Ability to work with a large number of details and data; Ability to analyze and challenge details, data and facts prior to decision making in order to repeatedly make accurate decisions
Attention to Detail – Ability to process detailed information effectively and consistently
Multi-tasking – Ability to work on and successfully complete many different tasks or projects at the same time
Stress Management – Ability to perform under pressure and in adversity
Time Management – Ability to analyze workload, assign priorities and maintain focus on tasks at hand in order to efficiently get work done
Written and Verbal Communication – Ability to provide clear, concise information in writing, via phone or in-person
Knowledge of Collision Industry including high-level knowledge of insurance procedures and requirements for a variety of carriers
Aptitude in decision-making and problem solving
Ability to lead and work collaboratively with others to meet shared objectives
Demonstrated ability to meet deadlines and achieve successful results
Proficient knowledge and use of estimating software
Proficient with Computers and other technology
Valid driver’s license required
Legally authorized to work in the United States
Previous experience working in CCC ONE Total Repair Platform
Service King provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
Requisition ID : 25292
Category : Operations Management
Job Type : Full-Time
Address : 1919 Covington Pike Memphis, Tennessee United States