Retail Manager – Service and Operations

Job Description

 

Must be willing to commute to Rochester Hills, MI

POSITION SUMMARY

The Service & Operations Manager will play a critical role in driving the success of our retail store by managing the scheduling of product installations while ensuring efficient installation processes. This role will also be responsible for delivering exceptional customer service and leading a high performing team.  The Service & Operations Manager will serve as the primary contact for vehicle build-outs, installation inquiries, and handling escalated customer concerns. Additionally, this role will assist with inventory management, ensure adherence to safety and compliance standards, and contribute to financial performance by tracking budgets and implementing cost-saving strategies. The individual in this role should be committed to enhancing the company’s presence in the community alongside the General Manager of the Retail Store.

CORE FUNCTIONS

Leadership & Team Management

• Recruit, hire, and onboard service and sales staff, ensuring they possess the necessary skills and experience for their roles.


• Develop and implement training programs to enhance technical skills, product knowledge, and customer service capabilities.


• Foster a positive work environment that encourages teamwork, accountability, and continuous improvement.


• Lead regular team meetings to communicate business goals, address challenges, and recognize achievements.

 Service Operations Management

• Manage the scheduling of customer appointments for accessory installations and optimal customer satisfaction.


• Develop and manage schedules to optimize technician productivity and coverage, especially during peak times, and reduce customer wait times as well as downtime.


• Ensure all service personnel and technicians are properly trained and certified in product installation and repairs.


• Maintain accurate records of service work, including warranties, repairs, and customer service interactions. Oversee compliance with manufacturer warranty policies and ensure claims are processed correctly.


• Maintain all tools and equipment in proper working order, scheduling repairs and preventive maintenance as needed.

Customer Service & Satisfaction

• RealTruck product expert, with a deep understanding of vehicle models and product compatibility.


• Serve as the primary point of contact for vehicle build outs & installation-related inquiries, providing clear communication about timelines, requirements, and expectations.


• Establish and uphold high service standards to ensure an exceptional customer experience.


• Train staff to handle basic customer inquiries and service concerns professionally and efficiently.


• Personally intervene in escalated customer complaints to ensure swift resolution and satisfaction.


• Analyze customer feedback and develop action plans to improve customer satisfaction and retention.


• Maintain and exceed Customer Satisfaction Score (CSAT) goals by setting benchmarks and tracking progress.

Sales & Inventory Management

• Develop and maintain inventory for the installation shop.


• Coordinate with suppliers to ensure timely procurement and delivery of products, parts, and installation materials.


• Monitor key sales performance indicators (KPIs), such as conversion rates, average ticket size, and revenue growth.


• Implement upselling and cross-selling techniques to maximize sales opportunities.

Safety & Compliance

• Ensure the shop and sales floor remain clean, organized, and professional in appearance.


• Ensure compliance with OSHA and safety standards through regular audits, hazard assessments, and thorough documentation of training, incidents, and regulatory records.


• Conduct safety training programs for all employees, covering topics such as equipment handling, hazardous materials, and emergency procedures.


• Implement and enforce safety protocols to minimize workplace accidents and injuries.


• Oversee waste disposal and environmental compliance, including proper handling of hazardous materials and recycling programs.

Financial & Budget Management

• Work closely with the General Manager to develop, manage, and track department budgets to ensure profitability and cost control.


• Monitor expenditures and implement cost-saving strategies where appropriate.


• Assist in analyzing revenue streams and identify opportunities for increased profitability.


• Regularly review financial reports with the General Manager to assess performance and adjust strategies as needed. 

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• Bachelor’s degree in a business-related field required or equivalent experience.


• 5+ years of service management/operations experience in automotive aftermarket products and installation processes required.


• 2+ years of managing a team required.

Required Licenses

Valid driver’s license and a clean driving record.

Skills, Abilities, and Knowledge

• Excellent customer service and problem-solving skills.


• Proficiency in scheduling, inventory management, and operational planning.


• Ability to work in a fast-paced, hands-on retail environment. 


• Strong mechanical aptitude and proficiency with hand and power tools.


• Strong analytical skills to troubleshoot issues that arise during installations or repairs.


• Excellent customer service skills to interact positively with customers and address their concerns effectively.


• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. 


• Ability to foster collaboration across various teams and departments.

Travel

Travel is required.

COMPETENCIES

• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.


• Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.


• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.


• Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.


• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.


• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Response well to questions; Demonstrates group presentation skills; Participates in meetings.


• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

SUPERVISOR RESPONSIBILITIES

This position plans, organizes, evaluates, and directs the employees within the department function. Has direct reports.

PHYSICAL REQUIREMENTS

This position is subject to Heavy Work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

Physical Activities

This position is subject to the following physical activities: climbing, balancing, bending, lying down, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, and hearing.

Visual Acuity

The worker is required to have visual acuity to operate motor vehicles or heavy equipment as well as install small and/or large accessories to vehicles.

Working Conditions

The worker is subject to inside and outside environmental conditions, including heat, cold, noise, vibration, and hazards from a vehicle mechanic-like environment.