Manager

Pay: TBD. This is a Salary plus bonus position.

General Manager (GM) Job Description

Position Summary:

The General Manager (GM) is responsible for overseeing the overall operation and management of the facility, ensuring that all aspects of production, safety, quality, customer service, and administrative tasks are performed efficiently and in accordance with company policies. The GM will lead a team, manage day-to-day operations, and drive continuous improvement while maintaining a focus on high performance and customer satisfaction.

Key Responsibilities:

General Management:

• Adhere to (shop name) employee policies, including professional attire and maintaining a positive work environment.
• Exhibit excellent organizational, communication, and interpersonal skills.
• Promote a friendly and helpful work atmosphere, encouraging adaptability to daily changes.
• Maintain a clean and organized workspace.
• Ensure potential hazards, damaged tools, or equipment are promptly reported to the owner, with appropriate corrective actions taken.
• Continuously strive for operational improvements, implementing feedback from shop meetings and training programs.
• Foster a cooperative work attitude and team collaboration across departments.
• Demonstrate strong auditing skills to ensure compliance with internal standards.
• Supervise staff and delegate tasks efficiently, ensuring completion of duties in a timely manner.
• Provide training and onboarding for new administrative employees, ensuring smooth transitions.
• Ensure proficiency in (shop name) management and estimating systems, with thorough documentation practices.
• Utilize positive reinforcement strategies to motivate and inspire the team.

Production & Quality Control:

• Conduct quality control inspections throughout the repair process to ensure company standards are met.
• Supervise and inspect completed vehicles before delivery, conducting test drives when necessary.
• Address and resolve safety concerns within the production area, ensuring safe and efficient working conditions.
• Monitor the production workflow, ensuring that work is evenly distributed, and the facility operates efficiently.
• Identify production issues and recommend or implement process improvements.
• Assist in resolving insurance negotiation disputes as needed.

Customer Service & Administrative Duties:

• Resolve customer complaints and handle difficult situations, ensuring customer satisfaction.
• Supervise the handling of comebacks, warranty work, and redo requests, providing appropriate resolutions.
• Manage relationships with external vendors, ensuring purchases and inventory are aligned with operational needs.
• Conduct audits to ensure compliance with (shop name) mapping procedures and inventory verification standards.
• Ensure that all supplements are written, and carriers are notified within the specified time frame.
• Maintain accurate and up-to-date records in customer files and estimates.

Auditing & Compliance:

• Perform file audits to ensure proper documentation and adherence to company procedures.
• Monitor the accuracy of estimates, auditing for compliance with (shop name) mapping procedures.
• Ensure pre-ordered parts are verified for correctness and damages upon receipt.
• Supervise adherence to Standard Operating Procedures (SOPs), auditing compliance across all departments.

Daily Responsibilities:

• Meet with the Comptroller to review the (name) report, ensuring accuracy and efficient distribution of work.
• Verify the technician list to ensure timely progress on tasks and identify any stalled vehicles.

Weekly Responsibilities:

• Conduct a facility walk-through, identifying areas needing attention, repairs, or cleaning, and ensure adherence to SOPs.
• Monitor hazardous material (HazMat) storage and disposal.
• Participate in weekly shop meetings to stay informed on equipment or facility needs.

Monthly Responsibilities:

• Review the (name) report to assess team sales performance, estimator averages, and labor unit productivity.
• Conduct a review of continuous improvement logs, focusing on improving shop performance, such as cycle time and customer satisfaction index (CSI).
• Meet with teams to discuss CSI scores and review customer feedback, sharing both positive and constructive comments.
• Perform a comprehensive audit of estimates and files with the Comptroller, addressing key areas such as R/I operations, vehicle cleaning charges, and disassembly procedures.
• Review cycle time reports and monitor parts department audits.
• Develop and implement a new SOP every two months, with accompanying photos, videos, and training materials.

Yearly Responsibilities:

• Coordinate with the Comptroller to plan for maintenance and budget scheduling.
• Conduct HazMat training annually for all employees.
• Organize and coordinate the Skills USA contest.
• Develop a training calendar for the upcoming year, projecting costs and employee development needs.
• Participate in yearly employee reviews in collaboration with the owner.

Additional Duties as Needed:

• Follow up on CSI hot sheets, ensuring timely customer resolutions and documentation.
• Schedule equipment or facility maintenance as needed, coordinating with the Accounting Department.
• Develop new SOPs as needed based on operational needs or suggestions from the team.
• Conduct mandatory training sessions on HazMat and respiratory safety for all new hires, as well as annual refresher training for existing employees.

Audit and Compliance Overview:

• Regular audits will be conducted to ensure adherence to SOPs across all departments, including:
• Shop cleanliness and organization.
• Compliance with disassembly procedures, including proper storage of parts and labeling.
• Review of parts orders and returns in the Parts Department.
• Monitoring the Refined Finish Department for compound application and blue card compliance.
• Ensuring vehicle cleanliness and presentation before delivery.

This role requires a strong commitment to operational excellence, team leadership, and customer satisfaction, as well as the ability to analyze processes, implement improvements, and maintain high standards of quality across all aspects of the business. The GM is expected to foster a positive and productive work environment, ensuring the company’s goals are met and exceeded consistently.

Job Type: Full-time

Benefits:

• 401(k) matching
• Health insurance
• On-the-job training
• Opportunities for advancement
• Paid time off