ESSENTIAL DUTIES

• Assure each customer’s original concerns are addressed in the technician’s inspection and findings
• Prepare service estimates and maintain customer trust by explaining those estimates, repairs needed, other recommendations, and completion times
• Resolve customer concerns or complaints as they arise
• Foster a good working relationship with parts vendors
• Maintain inventory for back shop supplies
• Train service personnel
• Embrace Purcell’s culture of safety and perform all jobs in a safe manner
• Protect company assets
• May serve as assistant manager (store specific)
• Regular attendance in accordance with assigned schedule
• Ability to perform physical requirements as listed in job description
• Other essential and non-essential duties, as assigned by management

REQUIRED EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS

• Minimum Education: Associate's Degree or Trade School
• Minimum Job-Specific Experience: 6-10 years
• Management Experience: 1-2 years
• Driver’s License Required: Yes
• Other Job-Specific Licenses or Certifications Required: Tire Industry Association ATS certification, ASE certifications, vendor-provided training

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES (KSA’s)

Job-Specific KSA’s:

• Tire & Automotive Industry – Essential industry information including tire brands, designs, treads; proper safety and functional procedures, and relevant customer markets. Mastery of all major automotive emissions, engine management, and electrical systems
• Mechanical — Knowledge of automotive vehicles and tools, including their repair, and maintenance.
• Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Customer Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
• Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.

Tools & Technology KSA’s:

• Computers and Programs — Knowledge and proficient use of computer hardware and software (AS400, Microsoft Excel & Word)
• Typing – Ability to type at 55 wpm
• Phone Systems – Ability to operate phone systems for the effective communication of information to interested parties

Cognitive KSA’s:

• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Service Orientation — Actively looking for ways to help people.

Communication KSA’s:

• English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Writing & Speaking — Communicating effectively in writing and interpersonal speaking as appropriate for the needs of the audience.