Job Description

Auto Glass Assistant General Manager

ESSENTIAL RESPONSIBLITIES/JOB FUNCTION – Other duties may be assigned as necessary

• Actively lead market level performance though: key metrics, quality, individual skill levels and culture.
• Manage all glass inventory, returns, and dealer inventory in the market. (Drop boxes, vans, and classic locations)
• Work collaboratively with the 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 the field.
• Ensure staff is current on AGSC, Dupont, and other appropriate training systems.
• Manage and hold technicians accountable for performance through scorecard.
• Ensure customer satisfaction by coaching staff and resolve customer concerns as required including all glass and calibration warranties.
• Manage the Daily scheduler to ensure all customer jobs are completed in a timely manner.
• Ensure all jobs for each tech are completed and accounted for by end of each workday. Document trends or issues with techs failing to complete scheduled work.
• Ensure customer/tech communications with 9 am ETA calls and follow up calls prior to in-route status.
• Review and maintain the installer schedule ensuring adequate market coverage.
• Administer coaching with GM to review as necessary and required by Ultimate.
• Recruit and interview new technicians as required, GM will hire.
• Train new hires in company policy, procedures, and SOPs.
• Promote safe/clean working conditions and well stocked vans with mobile fleet and respective shop areas.
• Ensure tech vans have up to date maintenance and are road worthy. (Tires, lettering, brakes, oil changes, etc.)
• Enforce all company policies and standard operating procedures. Document and report situations and coach employees when these policies and SOPs are not met to general manager.
• Build an 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 GM, 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.
• Ensure technicians and vans are well stocked and ready for all job types. Adequate supplies are on hand and company provided tools are in good condition. Report missing items to GM for replacement consideration.
• Ensure that collision customers are educated on proper pinchweld procedures. Use paint mfg basic assumption guild as needed. Techs must report improper conditions to AGM and GM for shops that are not compliant after local discussion.

MARKET PROFITABILITY:

• Work collaboratively with call center to ensure market profitability to plan.
• Perform market survey on competitors to ensure competitiveness. Quarterly mystery call to competitors.

SKILLS/REQUIREMENTS

• Minimum of five years Autoglass experience / auto body management experience REQUIRED
• Proven leadership and track record of employee development
• Ability to read and understand financial (P&L) statements required
• AGSC Master Certification and Dupont certification preferred
• Must have a valid driver's license and be eligible for insurance coverage
• Working knowledge of Auto Glass Point of sales system and TEAMS management system
• 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 to building a positive team spirit
  • Supports everyone’s efforts to succeed

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Frequently required to stand

• Frequently required to walk
• Occasionally required to sit
• Frequently required to use hands and fingers
• Frequently required climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Continually required to lift/push weights up to 100 pounds

Must be able to pass a background, drug, and motor vehicle screening.