Auto Glass General Manager

Actively lead market level performance though: key metrics, quality, individual skill levels and culture

Manage all inventory, returns, and dealer inventory in market. (Drop boxes, vans, and in shop locations)

Work collaboratively with 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 field.

Ensure staff is current on AGSC, DOW, and other appropriate Training systems.

Manage and hold all staff accountable for performance through scorecard.

Ensure customer satisfaction by coaching staff and resolve customer concerns as required.

Manage Daily scheduler to ensure all customer jobs are completed timely.

Ensure customer/tech communications with 9 am ETA calls and follow up calls prior to in-route status

Process and Report payroll timely and accurately.

Always maintain installer schedule ensuring adequate market coverage.

Process and Report all monthly reports accurately and timely.

Process performance and coaching reviews as necessary and required by Ultimate.

Build and maintain employee recognition process to drive hard work.

Recruit, interview and hire new staff as required.

Train new hires regarding company policy, procedures, and SOPs.

Process all new hire paperwork and documents timely and accurately.

Promote safe/clean working conditions and well stocked vans with mobile fleet and respective shop areas.

Ensure proper usage of market fleet, fleet maintenance, and fuel card usage.

Enforce all company policies and standard operating procedures. Document and report situations and coach employees when these policies and SOPs are not met to director and HR.

Build 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 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.

Manage vendor performance respective to run fulfillment, returns performance, communication, etc.

MARKET PROFITABILITY:

Evaluate monthly financials to review market financial performance including profit $ to plan, profit % to plan, return rate, return $ cost, labor margin, parts margin, misc. margin, etc.

Manage all employee regular/overtime and commission pay to ensure labor margins remain at goal.

Work collaboratively with call center to ensure market profitability to plan.

Monthly review of monthly selling expense including fuel cost, shop supplies, small tools, etc. for accuracy.

Perform market survey on competitors to ensure competitiveness.

SKILLS/REQUIREMENTS

Minimum of five years Autoglass experience / auto body management experience REQUIRED

The hours for this role may vary daily depending on workload. You must have flexibility to work as needed.

Proven leadership and track record of employee development

Ability to read and understand financial (P&L) statements required

AGSC Master Certification and DOW certification preferred

Ability to travel up to 25%

Must have valid a driver's license and be eligible for insurance coverage

Working knowledge of Auto Glass Point of sales system and TEAMS management system

Advanced 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.