Job Title: Assistant Service Manager

Department: Store Operations

Reports To: Service Manager

Status: Non-Exempt

Work Week: Generally 45 Hours (Minimum 5 Days, Holidays, Nights, Weekends)

SUMMARY The Assistant Service and Tire Manager is responsible for the maintenance and stocking of the tire and wheel displays to ensure they support associates, customers, and the Service Selling Excellence processes. The Assistant Service and Tire Manager supports the Parts Manager by assisting with tire and wheel inventory management, specifically regarding the display product. Additionally, the Assistant Service and Tire Manager will work with the Service Manager to ensure the service center is operating at maximum efficiency, ensuring the Drive Up Lane is staffed, customers are engaged on the sales floor and all associates are informed of the day’s events, priorities and expectation of business. The Assistant Service and Tire Manager will work directly with the Service Manager to develop and provide inspirational leadership and direction to a team of approximately 15 associates.

As Leaders, all Assistant Service and Tire Managers are Expected to Drive These Five Priorities-

Associates- will inspire and develop a team of associates to exceed company service, operational and sales goals by creating a work environment of well-informed service associates who passionately support the Drive Up Lane and enthusiastically sell all aspects of a complete tire package.

Customers- will ensure all associates comply with company policies, procedures, local, state and federal laws in order to examine, diagnose and repair all customer vehicles with the highest possible safety standards. The effective Assistant Service and Tire Manager will focus on identifying and presenting tire, suspension and alignment needs along with tire warranty, valve stem, and wheel balancing to ensure the customer is presented a total package that represents the best value and safety for the customer’s needs.

Sales- expected to know and drive sales goals for the service center operation, particularly in the area of tires, wheels, tire warranties, valve stems, balancing, alignment and suspension. The Assistant Service and Tire Manager will train to Do It Right Related Selling and Repair Excellence standards in order to increase sales and passionately support all company sales tactics, promotions and spiffs.

Profits- will be expected to improve the profitability of Pep Boys by controlling expenses, margins, payroll and limiting outside purchase of tires and wheels. Will also be expected to take an active role in improving profit margins through accident reduction and decreasing general loss liability.

Growth- an Assistant Service and Tire Manager will contribute to the growth of the organization by exceeding sales and profit goals- propelling Pep Boys as the industry leader in tire sales and providing our customers with superior service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

The Assistant Service and Tire Manager is responsible for all aspects of a service center’s tire and wheel sales and for the detailed training for any associate who will be selling tires and wheels.

Ensures the execution of customer service standards and customer satisfaction programs, and ensures the equitable resolution of customer complaints.

Provides procedural guidance and technical direction to ensure service center associates comply with PBY’s policies and procedures pertaining to tire, wheel and service sales. Will also have direct responsibility to ensure all associates comply with loss prevention, safety, and environmental codes and ordinances.

Ensures all service center associates comply with company policies and procedures as outlined in the Human Resources and Stores Operations Manual. Will complete Pep Boys' Service PRO certification and ASE C1 (Service Consultant) certification within two years of employment.

Will be the primary resource for technical matters related to installation and proper application of tires, wheels, and tire related items. Will provide accurate and effective direction, advice and assistance to service advisors, customers and technicians. Will utilize observation and role playing to conduct training.

Will passionately focus on customer needs, and drive the service center’s performance with the highest degree of integrity and trust. Must be approachable by both customers and associates.

The successful Assistant Service and Tire Manager will be expected to balance administrative duties while acting as a front-line contact for customers, ensuring teamwork exists between the retail, service and commercial lines of business and actively participating in the delivery of superior customer service.

SUPERVISORY RESPONSIBILITIES Directly manages all aspects of the service center’s tire operations in one location and works directly with the service manager to ensure the consistent and smooth operation of the overall service center, consisting of approximately 15 associates. Will be expected to carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have a valid Drivers License and submit to a pre-employment drug screening.

EDUCATION and/or EXPERIENCE Completion of a two-year college or technical program and/or 1 year experience in an automotive service center is preferred.