Gerber Collision & Glass

Manager

• Drive increased performance across the network through execution of proven behaviors and activities
• Track and monitor performance and adherence to the operating model through use of various reporting mechanisms
• Address identified operational issues at action plans or non-performing stores
• Conduct training, consulting, and coaching
• Work with market manager and general manager
• Rollout new strategic initiatives as directed
• Conduct WOW Ready Assessments during shop visits
• Provide project consulting and coaching, utilizing continuous improvement tools to ensure project success
• Partner with functional leaders to identify their CI goals and evaluate existing functional objectives
• Support project prioritization and team capacity planning in partnership with functional leadership
• Conduct accurate, objective and consistent shop audits on the Boyd/Gerber Operating Model
• Continue to drive and reinvigorate the WOW Operating way
• Travel to markets frequently to identify continuous improvement opportunities.

Continuous Improvement Manager

Director

• reviewing and assessing risks
• developing, executing, concluding and reporting on the functioning of internal controls
• Prepare written reports providing conclusions based on audit results
• Liaise with various departments in the identification and investigation of issues
• Discuss and resolve audit issues and recommendations with management
• Provide assistance to the external auditors to facilitate the performance of effective audits

Director, Internal Audit

Operations

• Collaborate with HR team to support workforce planning, recruitment, and employee development.
• Assist the Regional Vice President in developing and implementing division strategies and goals.
• Identify and implement process improvements to enhance productivity and efficiency.
• Analyze operational data and provide regular performance reports to the Regional Vice President.
• Reinforce all company safety programs and ensure safety of all employees.
• Lead and manage Regional Client Performance Manager.
• Assist with strategic projects, participate in Continuous Improvement initiatives.
• Partner with Finance to develop budgets, monitor financial performance, and drive cost-effective practices.

Regional Director of Operations

• Ensure consistent execution of WOW (Wow Operating Way) plan for all locations.
• Manage the activities of all locations within the designated market through active coordination with the individual locations’ General Managers.
• Monitor capture rates to insure stores are taking full advantage of opportunities.
• Manage and hold all staff accountable for shop performance by ensuring all reporting employees understand the company mission to WOW every customer and be the best, ensuring staff is following standard operating procedures (SOP), recognizing and documenting exceptional and substandard performance.
• Be the conduit for load leveling for the market by holding daily calls.
• Recruit, interview, train new hires.
• Ensure customer satisfaction by coaching staff and resolving customer concerns as required.
• Seek out opportunities for continuous education and development for all employees.
• Participate in external marketing and team building activities as requested.
• Promote safe, clean working conditions; review audits and safety records of their locations.
• Ensure all personal protective equipment is being used properly and document managers that do not enforce safety policies.
• Work with corporate staff to achieve the external growth of the assigned market internal reporting and communications to meet or exceed the objectives of the area business plan.
• Review location performance against goals with location managers, and provide coaching to ensure all locations are performing to potential.
• Contact all claims managers and dealer accounts on a monthly basis (minimum).
• Conduct operations reviews with location managers and audits (in-person) on a monthly basis, and meet as requested.
• Promote, develop and act as a liaison with area insurance contacts and other referral points.
• Ensure that stores are responsive to clients in a timely manner.

Market Manager

• Providing an exceptional and successful customer experience while leading and maintaining the day-to-day operation of the Store
• Plans and implements the daily operations of the Collision Center to ensure that overall KPI’s and insurance metrics are met
• Coach and empower each team member’s performance and success in their individual roles
• Promote and maintain the highest quality standards of professionalism in serving all customers
• Ensure consistent execution of WOW (Wow Operating Way) plan
• Prepare and manage the annual and monthly operating budget of the collision center
• Deliver formal annual performance reviews and informal monthly performance reviews
• Monitor and maintain all A/P and A/R relating to the Collision Center
• Maintain a clean and organized repair facility at all times
• Ensure all staff wear proper safety gear and adhere to dress code
• Conduct or coordinate daily production meetings/walks to confirm through-put and delivery dates

Collision General Manager

• Supports achievement of operational and client metrics.
• Prepares concise and informative audit reports using company reporting (Domo) and Client Score Cards to effectively identify issues and communicate findings to Regional, Market and Shop Leadership
• Conducts internal audits on insurance KPIs, estimating practices and The WOW operating procedures to ensure repair facilities are operating best in class.
• Develops a high level understanding of key client expectations and metrics as well as internal operating initiatives currently underway.
• Creates and implements operating initiatives that will improve repair centers performance.
• Communicates performance information to Regional leadership and assists leadership with improvement plan development and follow up.
• Trains and coaches market and shop leaders on following WOW repair processes as it relates to estimatic areas focusing on increasing repair percentage, alternative parts utilization, fair judgment time and proper file documentation.
• Participates in regular Regional and Market leadership calls to communicate successes/improvements, deficiencies and improvement plans.

Regional Client Performance Manager

• Provide effective leadership, direction and motivation for all technicians and staff.
• Ensure all customer vehicle glass repair and replacement is performed according to Company standards.
• Sourcing, ordering, receiving, and delivering parts to technicians in an accurate and timely manner.
• Maintain inventory and process returns timely.
• Recruit and hire staff and technicians.
• Educate, train and maintain compliance with company standards.
• Monitor individual performance of the technicians and dispatch jobs for them.
• Initiate plans to motivate employees to achieve work goals.

Auto Glass General Manager

Support Engineer

• Perform remote vehicle scanning, programming, and calibrations for the collision shop via telephone and online chat.
• Document the work performed and generate the related invoice.
• Collaborate with our ADAS Customer Support Techs and Team Leads about best practices, training opportunities, and career growth.
• Access the OEM software tools and service information to ensure all procedures are followed and calibrations are completed successfully.
• Other duties as assigned