Technical Services Account Manager

Summary

Job Description

The Technical Services Account Manager (TSAM) will serve as a consultant and subject matter expert for our enterprise professional Customers and regional Professional Sales teams, providing differentiated Automotive Business SOLUTIONS (ABS) leveraged throughout the entire Customer Life Cycle. These SOLUTIONS include, but are not limited to, TECHNET Professional, eServices, eCommerce, and CARQUEST Technical Institute (CTI)/WORLDPAC Technical Institute (WTI).

Using this consultative approach, the TSAM will work collaboratively with the regional Professional Sales team to analyze regional markets and develop strategies that accelerate growth of our Automotive Business Solutions to gain market share. Together, the TSAM and regional Professional Sales team will analyze, diagnose, develop, and propose SOLUTIONS with a differentiated value proposition for professional Customer business challenges. These SOLUTIONS will serve to retain and grow existing Customer business and gain share from competitively held accounts.

The TSAM will play a critical role in leading the execution and activation of the TECHNET Professional, eServices, eCommerce, and CTI/WTI programs, their strategies, sales, and results at the region level. They are accountable for meeting or exceeding sales and membership targets for their respective region, but also project management and providing the needed support for each of the respective programs.

This position will utilize strong cross-functional, collaborative relationships with internal business partners to fully leverage their offerings and create a truly innovative value proposition and optimum Customer Experience. They will work closely with each supporting program department at the Customer Support Center (CSC) and work collaboratively with Professional Marketing to provide feedback and insights to ensure that SOLUTIONS and programs continue to meet or exceed the needs of current and future Customers.

The TEAM has an authentic passion for the professional Customer, leveraging the full complement of our SOLUTIONS with a strategic and innovative approach to our business.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SELLING

Partner with the sales and operations teams including the Commercial Account and Sales Managers, District Managers, VP of Operations, VP of Professional, and the Regional Vice President to develop sales and membership plans that meet or exceed goals for all SOLUTIONS.Using a consultative sales process, actively promote sales of Advance Professional SOLUTIONS and programs that are relevant to the needs of the region.Develop and manage the SOLUTIONS/programs sales funnel with the regional sales team.Actively support the regional sales team selling process by accompanying them on prospecting, discovery, presentation, and closing sales calls and program enrollments.Build relationships with Customers and Team Members to design selling strategies, decrease performance gaps, and improve top line sales.Closely monitor program retention and work with regional Professional Sales and Operations teams to maximize retention of quality professional Customers/Members in key programs.Partner with key internal business leaders to position our SOLUTIONS to be successful in both existing and new markets across the enterprise of Advance Professional, CARQUEST Company owned stores, CARQUEST Independent stores, and WORLDPAC.Measure, track, and forecast total performance against agreed objectives, including financial and scheduling objectives; act on course correction actions accordingly. Present regular status reports to leadership and business development stakeholders.

ACTIVATING AND ENGAGING

Coordinate activation and engagement of TECHNET and CTI/WTI Communities websites.Assist the regional sales team in achieving the region’s TECHNET local Council activation and networking event goals. o Membership requirement compliance for new and mature TECHNET Members.Help Customers activate with online purchasing through AdvancePro, eCommerce, and other B2B purchasing tools.Actively spend time in the field working alongside the store operations and sales team to assist in the execution and implementation of key program initiatives.Assist in the onboarding of new TECHNET Members and offer support for unique programs such as financing, re-imaging, CTI/WTI, MotoLogic, and other products to the Members.Ensure execution of contractual documentation, utilizing appropriate procurement processes.

EDUCATING

Education of both Customer and teammates on the benefits of all program elements and how they can be used to grow/benefit each Customer’s business.Support of the SOLUTIONS training programs for the sales team including TECHNET Boot Camps, ProCentral, CTI/WTI, Service Sales Academy, and other training outlets. ADVOCATINGAdvocate for Members and professional Customers enrolled in our solutions – be the “voice” of the Member or Customer to the enterprise.Provide feedback and input to business partners regarding competitive information such as competitive programs and any other competitor activities.

GENERAL

Continued personal development gaining an understanding of the operational benchmarks of how to effectively operate an Independent automotive repair business.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Working knowledge of the independent auto repair business.Working knowledge of automotive systems and traditional automotive aftermarket.Working knowledge of the APAL/Exploris/APEX systems.Working knowledge of Advance, CARQUEST, and WORLDPAC products and services and the ability to market those products and services to meet professional Customer’s needs.Ability to write reports, business correspondence, and procedure manuals.Ability to effectively present information and respond to questions from groups of team members, clients, Customers, and the public.Strong analytical and problem solving skills.Excellent ability to define problems, collect data, establish facts, and Job Description What is a General Manager?

A General Manager must be committed to inspiring our team, helping our Customers succeed and growing our business with integrity. Professional level sales and management position capable of supporting functions on both sides of the business. The role requires understanding of store systems, automotive systems, parts knowledge and has the ability to identify, troubleshoot and project assist for DIY. Responsible for developing and maintaining Professional Customer relationships and program growth. Is accountable for achieving financial metrics and maintaining service and appearance standards. Position is exempt and requires a minimum of 50-55 hours per week (excluding meal break periods). The average schedule is 5-6 days a week, 11 hour shifts, including rotating nights and weekends, with an hour for lunch. Additional hours may be required based on staffing, store conditions, sales to target, and other business demands. General Managers are required to work a schedule based on the needs of the business.

Primary Responsibilities

Achieve overall store sales goals and service objectivesManage and grow Professional Customer relationships/sales, including building and holding team accountable to executing Customer action plansSelection, hiring, development, performance mgmt., coaching, scheduling and engagement of store Team MembersEnsure execution of all inventory and operational standardsCoach all Team Members to deliver on Customer expectations (DIY and Professional)Manager on duty responsibilities (touch base/coaching, floor/phone mgmt., task assignment and completion, safety, open/close duties)Ability to lead change managementEmbrace diversity and foster a respectful environment for both Customers and Team Members

Secondary Responsibilities

Provide DIY service including battery installation, testing, wiper install, etc.Assist District/Region in other functions upon request

Success Factors

Friendly communicationAbility to locate and stock partsSafety knowledge and skillsAbility to become ASE P2 certified or ASE ready equivalentAbility to execute and train project and product quality recommendationsAdvanced parts lookup and sourcingAbility to source from numerous places including special order, FDO, second source, etc.Ability to execute and train all store operational processes and procedures, and testing and diagnostic equipment for DIY servicesAbility to execute and train inventory systems and store equipmentAbility to execute and train POS and Parts lookup systemsAbility to review and analyze P&L statementAbility to recruit, select, hire and develop quality Team MembersAbility to build and grow relationships with Professional Customers

Essential Job Skills Necessary for Success as a General Manager

Working knowledge of automotive systems preferredSpeak and write English (Spanish a plus); communicate effectively and build strong relationships with Customers, peers and upper managementUse Microsoft software effectively (Word, Excel required; PowerPoint preferred)Calculate figures and amounts such as discounts, percentages, sales increases, and gross profit percentAbility to review and analyze business reports, such as profit and loss statement (P&L)Hold others accountable, inspect work quality and give feedback in a way that is inspiringAbility to work an assortment of days, evenings and weekends as neededPrior Experience that Sets a General Manager up for Success2-3 years of experience managing a team of 10 - 20 Team Members in a fast-paced and highly dynamic retail environmentSuccessful experience managing profitability; proven financial and business acumen

Education

High school diploma or general education degree (GED), Bachelor’s degree in business or a related area preferred.

Certificates, Licenses, Registrations

Must have a valid driver's licenseASE certification preferred, but not required

Physical Demands

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation. While performing the duties of this job, the employee will predominantly be walking or standing. The employee is required to be able to talk and hear, and use hands and fingers to handle or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, with or without reasonable accommodation. While performing the duties of this job, the employee is usually working inside; however, they will occasionally be outside and exposed to various weather conditions while performing such tasks as installing batteries and wiper blades. The employee is also occasionally exposed to moving mechanical parts; high, precarious places; toxic or caustic chemicals; risk of electrical shock; explosives; and vibration. The noise level in the work environment is usually moderate.

Position is eligible for sales commission based on individual or store performance.

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