Pep Boys Store Manager of Service in Chicago, Illinois

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.


As a Store Manager of Service, you will be responsible for achieving expected sales goals across the service labor, parts, and fleet business and providing superior customer service through in-store execution of programs, initiatives, and standards. The position is directly responsible for maintaining adequate shop productivity. The Store Manager will recruit, hire, develop, and provide inspirational leadership and direction to the service selling and back shop teams. An individual in this position will be expected to perform additional related job responsibilities as needed and assigned.

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation:

  • Maintains responsibility for the overall direction, coordination, and evaluation of direct and indirect reports in compliance with policies, procedures, loss prevention, safety, and environmental codes, and laws
  • Directs, instructs, and manages a team of associates, including assigning, supervising, and appraising work; rewarding, motivating, counseling and disciplining associates; addressing associate complaints and resolving problems
  • Responsible for productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance of the store; measured through various reporting tools, associates observations and Area Director feedback
  • Trains and coaches service selling associates on "Pep Boys Customer Care Process", Courtesy Vehicle Inspections (CVIs), and general operation of store systems
  • Keeps store staffing and talent at optimal levels to ensure operating efficiency and top service levels. Sources key shop (technician) and selling positions regularly in order to have talent readily available for increased staffing and customer needs. Partners as appropriate to interview, hire, demote, and promote external and internal candidates
  • Monitors the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff completes CVIs and proper service repairs
  • Ensures the execution of customer service standards and customer satisfaction programs, and ensures the equitable resolution of customer complaints. Follows all policies and procedures related to cash, credit, check, refund and return policies
  • Follows all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics and purchase for re-sale parts (OP) procurement and vendor payment practices
  • Partners with the Fleet business team to maintain and build Fleet service customer relationships.
  • Advises associates, technicians, and customers on tires, parts and service programs
  • Effectively communicates with all store associates, managers, and customers
  • Key holder and responsible for basic and detailed opening and closing responsibilities


To successfully perform the Store Manager of Service position, an individual must be proficient at:

  • Placing Customers First - Must maintain a passionate focus on customer needs
  • Driving Sales and Goals - Understands and drives sales goals for all lines of business. Proactively monitors key performance indicators and category performance. Controls expenses, margins, payroll, pay-outs and store use items. Plays an active role in improving profit margins through accident reduction and decreasing general loss liability
  • Integrity and Accountability - Carries out duties with the highest degree of integrity and trust. Takes responsibility for own actions, including the impact of own decisions on customers and associates. Takes appropriate action when anyone in the organization violates policies, procedures, or laws. Follows through on commitments. Accepts responsibility for any mistakes and takes appropriate action to correct and learn from these mistakes
  • Effective Communication - Approachable by both customers and associates
Position Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, embody the competencies listed and be able to perform the physical requirements of the position. In addition, the following are basic eligibility requirements for the position:

  • Valid Driver's License
  • Successful completion of background check, drug screen and motor vehicle record check
  • Completion of a two-year college, technical program, or one to three (1-3) years of service industry experience and a minimum of one (1) year supervisory experience
  • Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts

Title: Store Manager of Service