R1 Manager

You take over a store and you have 2 new hires starting tomorrow explain how you are going to get both of these employees trained and retain these employees to certified tech

I'll give them the attention that they deserve. Take extra time to make sure they are trained up, if need be train with them before or after hours. Day 1 Follow súper start / VIOC University / HR2U, meet the team, show them around service center, stress the importance of safety. Day 2 Have them on University, show them the floor and let them watch Day 3 Show them Super Pro, start topside training with both of them After topside training, certify topside. Then start bottoms side training and certify bottom side.

What characteristics must an employee have to be Sr. Tech at your store?

Must be responsible, honest, determined, patient, driven, someone that's a leader, that can hold people accountable, someone that is coachable

What process would you use to help develop key holders quickly and correctly, walk us through the process to get someone certified to senior tech.

The process is by following university, make sure all their learning modules are completed, book work is completed, DVR review them, recertify them, show them how to open/close service center, how to maintain the service center, how to handle positioning, show how to handle cash, make payout, how to delegate, have interview packet questions finished

You are taking over a store that only has one key holder and is fully staffed. What is your plan of action for the first month you are in this store; please walk through your process week by week.

Week one: Form relationships, find out everyone's availability, see how the team works, find where everyone is strongest and weakest. Get their contact information, hold a team meeting at the end of the week and do recertifications for safety and super pro Week two: Out of the team pick high potential candidates and teach/train them on all the requirements needed for a Senior Tech. Have them work on promotion training, LM's, recerts, book, promotion packet Week three: Hopefully by week three they can start to get a feel for what a senior tech does by showing leadership, exhibiting súper pro, cleaning, safety, accountability, vclass Week four: By this time the employees with all the hard work put in and everything completed they should be ready for promotion or at promotion level for their Interview

Tell me about a time in your work experience where you and your teammates were going through significant change. What did you do to help your team mates through this

A time in the service center when my team and I were going through change was when the new super pro rolled out. What I did to help my team is that whenever we would have down time we would go out to the sign and practice the new call outs. Then, once inside the store when working on cars if I would hear them mess up or forget something I would coach them in the moment and remind them of what they forgot. Also we would role play CSR and I would give them tips on how to reset the oil light faster for certain vehicles. We would also Group huddle at the end of a service and discuss what went well and what we could do better. Dylan and I also watched DVR to see what needed to be changed and what we were doing correctly

What are your top 3 priorities?

Number one priority is safety and super pro. We can't be successful if we are not being safe and if we are not following the process that keeps us safe. I will Implement this culture by doing safety and super pro recerts and by doing DVR reviews My second priority will be to make sure the best vclass is being given to every customer so they can experience good customer service and speed. I will implement this by looking at the month to date report, SMGS, and DVR reviews. My third priority is team building / learning I'll implement this by taking the time to know the people I am working with. More than a "boss" I want to be someone they can count on, trust, and above all respect. The way my teammates and I treat each other reflects onto the way we treat our customers. I'd also train and certify everyone on additional services