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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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Key Performance Metrics:

Meet or exceed sales and EBITDA profit plan per monthly budget.
EBITDA 15% or higher, Gross Profit 45% or higher.
Maintain and Ensure Carrier Performance, including State Farm RPM at 700 or higher.
Customer Service Index Scores 95+
Cycle Time efficiency.
Accounts Receivable $0 over 30 days.

Skills/Qualifications:

10-15 years auto body shop experience.
Required experience with CCC One Collision Estimating System
Ability to manage business plans and adjust strategies based on reporting metrics.
Understanding and experience with major insurance DRP programs.
Excellent verbal, written and interpersonal communication.
Initiative-taker with demonstrated professionalism and ability to build a team and foster positive relationships.
Experience in Microsoft Office including Word and Excel preferred.

Behavioral Excellence Required:

Perform all assigned responsibilities according to the Company Standard Operating Procedures.
Continuously strive to improve the efficiency of the shop and be willing to participate in company meetings and training programs which are sponsored by the company.
Maintain a positive attitude and demonstrate characteristics of a professional Manager.
Set an example by being present in the shop on a consistent basis. Arrive early, leave late with the team, and commit to working special hours to ensure success. During the final week of each month, it is essential for General Managers to be present and actively engaged in operations to meet sales and ensure a clean close.
Promote the quality and value of yourself and your shop. Take ownership of the appearance, functionality, maintenance, and cleanliness of the facility both inside and out.
Oversee and administer all departments in the facility, by providing guidance, Managership, and direction.
Uphold the company’s non-disclosure and confidentiality policies and agreements.

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