Area Manager
Field Management Charlotte, North Carolina
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Description
Position Summary
Reporting to a District or Market Manager, the Area Manager is responsible for growing revenue, maximizing asset utilization, developing a high performing team and managing administrative tasks in his/her assigned territory. Primary duties include leading and managing assigned technicians, building customer relationships and delivering superior customer service defined as exceptional quality, timely service and proactive issue resolution.
Customer Service & Support
Walk lots to inspect repair quality and sell DW services to maximize all opportunities daily.
Meet with key customer decision makers daily/weekly to discuss service frequency, repair quality, cycle time performance, and other issues that drive customer satisfaction.
Seek out new business opportunities by effectively building relationships and trust as a valued partner.
Address any customer issues or concerns promptly, communicate resolution plan and provide regular updates until issue is resolved.
Lead and own new dealership and rental channel launches to ensure smooth transition, to implement a seamless vehicle flow and address and eliminate any challenges throughout the start-up process.
Conduct monthly/quarterly business reviews with customer to ensure alignment on service, quality and timeliness as well as discuss opportunities and challenges.
Team Leadership & Management
Work with your technicians daily to provide support, leadership and training plus build personal relationships.
Provide team the information, tools and supplies they need to effectively perform repairs and maximize productivity.
Proactively identify and resolve opportunities to improve employee performance.
Ensure Technicians receive proper technical training and support to develop their skills.
Hold technicians accountable to meet/exceed DW standards, ethics, and performance criteria.
Work with DM/ROD/RVP to implement staffing levels required to handle current and new business opportunities
Hire and on-board new employees to set them up for success by investing time with them and educating them on DW's performance expectations, processes and policies.
Hold regular team meetings, formal and informal, to inform, educate, train and build morale.
Conduct informal and formal performance reviews to ensure employees are aware of their strengths, opportunities for improvement and develop plans to improve their performance and productivity.
Promote the Company - its values and value. Communicate exceeded goals, budgets and shortcomings in a monthly formal meeting. Meetings are to be set in advance, mandatory and prepared for adding value and education to any assigned employee.
Administrative
Manage compliance to company policies including all pertinent employment, safety, environmental laws and requirements in a timely manner to ensure a workplace that safeguards the rights and physical well-being of every employee.
Manage and schedule all key processes to ensure technicians:
Invoice properly and timely
Fulfill F&I claims timely and professionally
Complete ITR assignments timely
Conduct tool, equipment and supply orders and inventory as required
Properly maintain company vehicles and submit all required documentation
Complete timesheets daily/weekly
Manage all equipment and supplies to keep sufficient stock while minimizing waste/loss.
Respond and address to any Home Office request for information to address Ensure compliance with company policies including all pertinent employment, safety, environmental laws and requirements to ensure a workplace that safeguards the rights and physical well-being of every employee.
Manage daily tech call-in process and review monthly CBH reports to ensure customers are being serviced and techs are meeting/exceeding production goals
Be a learner. Invest in your human capital using DW resources to improve your sales, leadership, time management, etc.
