About the position
The Assistant Service Manager plays a crucial role in supporting the service and tire team under the direction of the Store Manager of Service. This position is essential in driving sales across various service areas, including labor, parts, tires, and fleet business. The Assistant Service Manager is responsible for providing essential selling and task support, ensuring that the service repair business is organized, and that store operations run efficiently. The role requires maintaining shop productivity to meet company standards and ensuring that customer care is prioritized at all times. In this position, the Assistant Service Manager will assist in various aspects of customer care, including work order and register assistance, facility maintenance, and merchandising activities, particularly related to tire stocking. The individual will ensure that service equipment is in proper working order and that housekeeping standards are adhered to according to company guidelines. Following all policies and procedures related to point of sale transactions, inventory integrity, and vendor payment practices is critical. The Assistant Service Manager will work closely with the management team to address customer service issues, complaints, and business opportunities. This role involves driving sales goals for the service center operation through personal engagement with customers and coaching service advisors on effective customer interactions. Training and coaching service selling associates on the Pep Boys Customer Care Process and performing Courtesy Vehicle Inspections (CVIs) are also key responsibilities. Monitoring shop productivity, workflow, and procedures with a focus on efficiency, thoroughness, and safety is essential. The Assistant Service Manager will help manage day-to-day operations in the back shop, ensuring that service staff complete CVIs and other service-related tasks. Additionally, the role requires effective communication with all store associates, management, and customers, acting as the primary supervisor in the absence of management. The Assistant Service Manager will also be responsible for basic opening and closing duties, maintaining an organized shop, and adhering to all company policies and safety rules.
Responsibilities
- Assist in driving sales across service labor, parts, tires, and fleet business.
- Support the service and tire team under the direction of the Store Manager of Service.
- Ensure service equipment is in proper working order and maintain housekeeping standards.
- Follow all policies and procedures related to point of sale transactions and inventory integrity.
- Work with management to address customer service issues and complaints.
- Drive sales goals for the service center operation through customer engagement and coaching.
- Assist in training and coaching service selling associates on customer care processes.
- Monitor shop productivity, workflow, and procedures with an emphasis on efficiency and safety.
- Act as the primary supervisor for store staff in the absence of management.
- Maintain an organized and neat shop and adhere to company policies and safety rules.
Requirements
- High school diploma or equivalent required.
- One year of experience in an automotive service environment.
- One year of automotive service sales experience preferred.
- Valid Driver's License.
- Basic knowledge of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions.
- Experience acting as a work lead or supervisor.
- Ability to exercise judgment and work independently.
- Strong customer service skills and ability to handle difficult customer situations.
- Comfortable utilizing up-sell techniques.
- Strong cash handling skills, including the use of POS systems.
- Strong verbal communication skills.
- Demonstrated consistency, accuracy, and follow-through.
- Ability to work Days, Nights, Holidays, and Weekends.
