Assistant Auto Center Manager - Bethesda, MD
Company Name: Sears Import - OLD
Min Education: Not Specified
Job Type: Full Time
Min Experience: Not Specified
- USA - Bethesda Maryland, 20810
- USA - Bethesda Maryland, 20814
This position is responsible for assisting the Auto Center Manager in managing the Auto Center and Associates. The Assistant Manager ensures consistent, timely and accurate service delivery to customers by building, supervising and training a high performance selling and service team. The Assistant Manager works closely with the Auto Center Manager as well as the Auto Center District Manager to ensure achievement of business goals and great customer service on a daily basis. This includes, but is not limited to, management of Associates; analyses and driving of sales volume, customer service, profitability and performance; identification and solution of business problems; creation and implementation of competitive strategies; managing productivity standards; and other responsibilities as assigned by the Auto Center Manager or the Auto Center District Manager. Assists Auto Center Manager in management of Auto Center and staff and other management duties as assigned. The Assistant Manager is expected to spend well over 50% of his/her time on management duties on a daily and weekly basis.
People: •Communicates openly and willingly to Associates on daily performance and areas of improvement. •Teaches, coaches and provides positive and constructive feedback. •Takes ownership for recruiting, selecting and retaining dependable customer-focused Associates. •Develops a high performance team by hiring, coaching, developing and managing performance of Associates. •Plans, directs and supervises the work and productivity levels of Associates to ensure standards are met or exceeded. •Conducts observation, training and coaching of Associates in selling and service process and skills. •Makes appropriate decisions on subordinate performance, up to and including termination of employment following various appropriate disciplinary processes. •Assesses Associates’ career potential through talent management processes. •Recognizes, encourages and acknowledges excellent customer service. •Trains and Coaches Associates on productivity standards and how to inquire and verify customer needs. •Trains Associates on proper exit procedure: explaining warranties, product information, scheduled services, and to always thank the customer for their business. Business: •Assists in planning and strategy to lead Auto Center to ensure achievement of business goals in sales and service. •Ensures delivery of speed and expertise to the customer through assistance in management of day to day business processes and programs. •Assesses service shortfalls and reacts quickly to ensure customer satisfaction and achieve time standards. •Supervises the image, cleanliness and in-stock presentation of the selling floor, stockrooms and backshop. •Is accountable for supervising proper and accurate receiving and accounting for merchandise and locally purchased parts. •Creates the schedule for the Auto Center, including for Customer Experience Manager shifts. •Assesses service shortfalls and reacts quickly to ensure customer satisfaction and achievement of time standards. •Assists in profit and loss analysis of Auto Center. •Understands local market focus and tracks competition and trends in the market; communicates with Auto Center Manager III, District, Region and Home Office Support to address unique local market considerations. Knowledgeable of competitors’ services and prices to build on sales opportunities. •Responsible for determining appropriate outcomes to customer issues and concerns by making sound business decisions. •Educates Associates on financial literacy and productivity measures; teaches Associates to understand how he/she contributes to the Auto Center’s overall sales and service performance. •Manages expenses to include appropriate spending, payroll allocation, etc. •Miscellaneous duties as assigned. The Auto Center Assistant Manager position requires: •Ability to handle stressful situations with Associates and customers. •Good communication skills. •Good time management skills as well as delegation skills. •Knowledge of financial operations and processes and analytical skills to diagnose root cause of deficiencies. •Ability to lead through influence. •Ability to lead and develop a team. •Ability to conduct and lead meetings and presentations. •Strong organizational and management skills. •Ability to manage Associate performance, including, but not limited to, documenting performance issues, creating and managing performance plans with specific goals for improvement, counseling where necessary, and making decisions with respect to next disciplinary (including termination) or promotion steps. •Ability to identify and solve complex issues affecting Auto Center performance. •Valid Drivers License. Education/Training: •Preference given to candidates with a Bachelor’s level degree or equivalent experience. •High School degree/Technical School degree required. •Automotive sales or service education and training helpful but not necessary.