Regional Lead - Colorado / New Mexico

Description

Regional Lead Checklist

At Mark VII, our mission is to provide unmatched service and technical expertise nationwide. We are committed to exceeding customer expectations through innovative solutions, exceptional performance, and a seamless customer experience. With a team of highly skilled technicians, we strive for excellence, positioning ourselves as the preferred choice for cutting-edge car wash equipment and technology. Our goal is to consistently raise the bar, delivering industry-leading service and setting the standard for experienced car wash service technicians.

achieve best success – What gets measured gets done – Provide expectations & Empower

Run & Review Reports as received. Take appropriate action to coach Techs to quickly improve performance.

• Open Ticket Report: Review daily to identify down washes and old tickets. Take prompt action to resolve.
• Service Tickets in “M” Status: Ensure tickets are closed before leaving the site. Address any instances of non-compliance daily with Techs and implement proper corrective actions.
• Top Service Reports: Investigate repeat service calls and visit the sites with the assigned Tech to resolve issues effectively.
• First-Time Fix by Tech: Analyze cases to identify training opportunities for improving first-time resolution rates.
• SAP and MyWashTec.com Tools: Use these platforms to drill down into data for understanding impacts, root causes, and effective corrective actions.
• Overnight Parts Report: Use this to identify the need for appropriate parts inventory on vans. Address discrepancies with Techs immediately.
• Tech Timesheet Dashboard: Review monthly to monitor performance and identify areas for improvement. Discuss findings with Techs.
• Service Performance & Unproductive Hours: Continuously monitor for market opportunities and take proactive action to optimize service efficiency.
  
  

Lead by Example

By consistently embodying behaviors of a leader, you set a standard for others to follow and inspire your team to perform at their best.

• Demonstrate Integrity: Be honest, transparent, and ethical in all your actions. Stick to your word and uphold the standards you set for the team.
• Exhibit a Strong Work Ethic: Show dedication, focus, and a high standard of performance. Be proactive, complete tasks on time, and go above and beyond when necessary.
• Show Respect: Treat everyone with kindness and professionalism. Listen actively, show empathy, and value diverse perspectives.
• Be Accountable: Take responsibility for your actions, both successes and mistakes. Model problem-solving and a growth mindset by learning from challenges.
• Maintain a Positive Attitude: Stay calm and optimistic, even in tough situations. Your attitude influences the mood and morale of the team and customers.
• Prioritize Communication: Be clear, open, and timely with your communication. Be available to answer questions and provide guidance when needed.
• Continuously Learn and Improve: Seek opportunities to grow professionally and personally. Show that learning is a lifelong process and encourage others to do the same.
• Be Collaborative: Work alongside your team, not above them. Share responsibilities, show teamwork, and involve others in decision-making.
• Celebrate Successes: Acknowledge and celebrate individual and team achievements, big and small. This fosters a culture of appreciation and motivation.
  
  

Payroll

Monitoring payroll ensures compliance with policy and identifies inefficiencies or discrepancies.

• Each employee's timesheet must be reviewed daily to ensure accurate hours, compliance with lunch policies, and proper recording of on-call hours.
• Any discrepancies or failure to follow policies must be addressed before payroll is approved. Necessary corrections should be made at this stage.
• Corrective action should be taken if employees are knowingly disregarding company policies.
• Payroll is a key area to identify employees who may be manipulating time cards. This should not be overlooked. In cases of suspicion, involve the Director of Operations, who will collaborate with HR for further investigation
  
  

Coach and Mentor

Success is achieved through consistent and effective mentoring and coaching. Offering individualized attention empowers employees and makes them feel valued. Prioritize focus on technical tasks, minimizing phone distractions, and dedicating full attention to the work at hand.

• Schedule at least one site ride with the tech per month.
• Use the coaching tool to identify strengths and areas for improvement.
• Take the employee to lunch to build rapport, trust, and understanding.
• Recap the day and outline focus areas for the next ride.
• Review progress from the previous month during the next meeting and discuss improvements.
• Show appreciation and express gratitude for their efforts.
  
  

Uptime

A reduction in uptime negatively impacts both our customers and our business. Ensuring timely action through effective monitoring and reporting is critical to our success.

• Technicians must communicate daily and prioritize washes left down with a clear action plan.
• Any wash down lasting more than one day should be reported to the Director of Operations.
• Take the necessary time to troubleshoot and avoid settling for mediocre solutions that prolong downtime. Think creatively and seek guidance to achieve a higher first-time fix rate.
  
  

Overtime

Overtime can have a significant impact on business. Pay comes with a premium, leading to higher costs and reduces overall profitability. Employees working longer hours can lead to burnout, reduce morale and employee retention.

• Monitor overtime daily basis to understand the reasons behind it and stop it promptly if it’s not necessary.
• Use the overtime report to track employee trends and identify potential overtime abuse in the market.
• Employees must obtain approval to work beyond 5:30 PM.
• Corrective action should be taken if this policy is not followed.
  
  

Customer-Centric

Prioritize the needs, preferences and experiences of your customers in everything you do. This will create stronger loyalty, repeat business and positive word of mouth.

• Listen Actively: Pay close attention to what your customers are saying.
• Empathize with Their Needs: Put yourself in the customers' shoes. Understand their pain points, goals, and motivations, and strive to solve their problems effectively.
• Speak positively about our company and avoid sharing internal challenges or negative information.
• Provide Exceptional Service: Go above and beyond to meet customer needs. Aim to deliver an outstanding experience at every touchpoint.
• Act on Feedback: Show that you value customer feedback by taking action on it.
  
  

Ensure Quality: Deliver products or services that meet or exceed expectations. Quality is at the heart of customer loyalty and satisfaction.

Inventory Cycle Counts & Physical Inventory

Proper inventory management is essential for minimizing loss and boosting performance. It’s a critical process that requires daily attention and commitment

• Conduct an inventory for new employees before they begin service calls. Ensure the employee actively participates in the process as a learning opportunity.
• Enroll new employees in the cycle count program the following month after completing their inventory. They should remain in the program until further notice.
• Treat positive and negative variances individually, as they do not offset the total variance.
• Address part variances and dollar variances separately to ensure accurate analysis.
• Any variance exceeding the acceptable tolerance must be addressed promptly with the Tech, including implementing appropriate corrective actions.