Assistant Service Manager

Pep Boys - Winchester, VA

Full-time

Winchester, VA

Motor Vehicle and Parts Dealers

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 responsible for driving sales across various service areas, including labor, parts, tires, and fleet business. The Assistant Service Manager provides essential selling and task support by collaborating with management to ensure that the service repair business is organized, store operations run efficiently, and shop productivity meets company standards. This role requires a proactive approach to customer service, operational efficiency, and team leadership. In this position, the Assistant Service Manager assists in various aspects of customer care, work order and register assistance, facility maintenance, and merchandising activities, particularly related to tire stocking. The role involves ensuring that service equipment is in proper working order and that housekeeping standards are adhered to according to company guidelines. The Assistant Service Manager must follow all policies and procedures related to point of sale (POS) transactions, inventory integrity, cash handling, and vendor payment practices. The Assistant Service Manager is also tasked with driving sales goals for the service center operation through personal engagement with customers and by coaching service advisors on their customer interactions. Training and coaching service selling associates on the Pep Boys Customer Care Process and performing Courtesy Vehicle Inspections (CVIs) are key responsibilities. Additionally, the Assistant Service Manager monitors shop productivity, workflow, and procedures, emphasizing efficiency, thoroughness, and safety. This role requires effective communication with all store associates, management, and customers, and in the absence of management, the Assistant Service Manager acts as the primary supervisor for the store staff, coordinating operational activities and ensuring compliance with company policies and procedures.

Responsibilities

• Assist in various aspects of customer care, work order and register assistance, facility maintenance, and merchandising activities.
• Ensure that service equipment is in proper working order and housekeeping standards are followed.
• Follow all policies and procedures related to POS transactions, inventory integrity, and vendor payment practices.
• Work with management to address customer service issues and business opportunities.
• Drive sales goals for the service center operation through customer engagement and coaching service advisors.
• Assist in training and coaching service selling associates on customer care processes and general store operations.
• 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 as a work lead or supervisor is preferred.
• 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.