The Body Shop General Manager's main responsibility is to manage people and processes. By doing so, our customers' needs, and company goals are met. The incumbent will do this through an understanding of both the effect (what needs to happen) and the affect (why it needs to happen). The Body Shop General Manager will understand and communicate company goals and performance. The shop's performance will be measured on customer focus (LEI), timeliness (LOR), severity, and quality of repairs.
The Body Shop General Manager is responsible and accountable for effectively guiding the collision repair and customer service teams to generate high quality repairs and a high level of customer satisfaction. He/She will lead the day to day work activities of the shop while ensuring the SOPs are adhered to, to ensure high standards of quality and productivity are met as well as meeting established deadlines. The Body Shop General Manager will also achieve an agreed upon profit while containing expenses.
This position offers a competitive salary base range of $116,500 - $137,500 depending on experience.
Core Competencies- Quality Orientation
- Time Management
- Creative and Innovative Thinking
- Development and Continual Learning
- Problem Solving
- Accountability and Dependability
- Research and Analysis
- Decision Making and Judgement
- Operating Equipment
- Providing Consultation
- Ethics and Integrity
- Planning and Organizing
- Mathematical Reasoning
- Enforcing Laws, Rules and Regulations
- Mediating and Negotiating
- Communication
- People Management -Coaching and Mentoring
- Energy and Stress Management
- Teamwork
Job Duties- Manage processes and branch staff
- Ensure staff is consistently delivering legendary customer service
- Ensure delivery times are met in a timely manner, and if not, that it is well-documented
- Ensure everyone is responsible/respectful with parts, materials, and overall repairs are done correctly the first time
- As needed, act on staff's escalated requests in order to rectify customer complaints
- Oversee and ensure 100% compliance to QC process
- Take in progress & post repair photos and attach in Mitchell Connect
- Facilitate daily production meetings
- Lead an established team of professionals in a Customer/Employee satisfaction driven environment to accomplish departmental goals.
- Establish an annual operating budget to meet goals as established with supervisor.
- Manage the operating budget for the facility
- Ensure that every employee is focused on providing exceptional customer service
- Hold daily Production Meetings with all members of the technical team
- Supervise parts procurement and supplement process
- Monitor sublets and production scheduling
- Monitor several key indicators, including daily production statistics and benchmarks to achieve productivity projections that meet insurance company's and our customer's expectations
- Ensure all tools and equipment are maintained and used safely and properly
- Respond to safety concerns immediate
- Follow industry standards in completing insurance forms, completing estimates, and making additional recommendations
- Other related duties as required
Requirements- High school or college automotive body repair diploma
- 5-7 years' experience in shop management or senior industry experience
- A complete understanding of the day to day collision repair duties including estimating, production scheduling and meeting deadlines
- Familiarity with insurance repair procedures and guidelines
- Solid Mitchell Cloud Estimating and Connect skills
- I-Car Training considered an asset
- Red Seal certification preferred
- Possess a valid drivers' license
- Ability to work independently in a busy environment
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Ability to effectively communicate both verbally and in writing
- Ability to work well under pressure
- Ability to deal with people sensitively, tactfully, diplomatically, and professionally
- Proficiency with MS Office applications
Working Conditions
- Physical ability to lift up to 80 lbs.
- Travel to off-site locations may be required.
- Safety equipment will be required, e.g. steel-toed safety boots, safety glasses/goggles, etc.
- Overtime as required
- Hazards associated with the trade.
- Exposure to loud noises.
- Work both indoors and outdoors.
