General Manager

Job Description

Job Description

Job Description : General Manager

The General Manager has complete responsibility for the results of the assigned collision repair facility and must be an experienced professional in every aspect of Auto Body Shop Collision Repair and performance management. Procedural knowledge and expertise are expected in Insurance Company Direct Referral Programs and Dealership / Agent Relationships. Responsible for all daily operations of the shop, including shop organization, workflow efficiencies, profitability, controlling cost, taking care of customers, maintaining strong team member performance, and establishing strategies and plans to obtain goals.

Job Duties / Responsibilities :

• Understand Key Performance Indicators and manage to expectation, including capturing customers, customer service scores and cycle time efficiency.
• Develop and maintain positive relations with customers that will exceed expectations and deliver 100% customer satisfaction. Ensure customer service surveys are sent, monitoring results continually. Engage with the customers by educating them on the repair process and setting expectations.
• Ability to identify proper repair procedures and quality workmanship, including reading scan reports, measurement reports, alignment specs and identifying proper welds. Ensure shop compliance on all these items including calibrations and that every vehicle is repaired to manufacturer specifications.
• Responsible for creating center strategy and solutions as needed to obtain monthly sales goals that are consistent and in-line with company expectations and standards of productivity.
• Extensive knowledge in Insurance Carrier DRP account management, including capturing all drive estimates and DRP assignments, and maximizing profitability through effective program management. Understand customer and vehicle check in procedures, including preparing accurate and realistic estimates and minimizing supplements. Maintain professional relationships with adjusters and insurance company representatives.
• Understanding company profit & loss reporting, EBITDA, and gross profit reporting, strategizing, and managing work and shop productivity daily to meet and exceed goals and grow profitability.
• Ability to manage margin through a profitable sales mix of labor, parts, and material.
• Ensure proper repair order job costing and invoicing by performing final repair order audit for proper documentation, confirm payment and closing the files.
• Forecast and maintain annual budget requirements and expenses, including equipment, cost of labor, staff schedule management, and oversee accounts receivable collections.
• Maintain & submit shop payroll weekly : effectively managing timeclock, overtime, and flag production.
• Implement and train appropriately at your center on all processes. Administer shop level HR programs and policies.
• Develop and evaluate team members on job performance. Observe and interact with team members during their workday, understand how they perform their job and how you can help them be more efficient. Set clear expectations and hold team members accountable for results.
• Know and understand the federal, state, and local requirements which govern the company’s business including safety compliance, environmental / hazardous waste, and regulations within a body shop operation.

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Behavioral Excellence Required :