Maintain awareness of store performance, labor coverage, customer demand, repair volume, and operational needs
This role may be scheduled to work at other company locations within the designated market based on business needs. Team members are responsible for maintaining reliable transportation to their assigned work location. Occasional travel between company locations during the workday may be required.
Repair Operations & Technical Proficiency
Maintain proficiency in all required repairs and repair-related processes
Support technicians with repair troubleshooting, quality standards, job completion, and repair process adherence
Manage and prioritize the repair queue to ensure timely service, accurate communication, and efficient job completion
Review repair tickets and job status to help ensure accuracy, follow-through, and customer communication
Partner with the Store Manager to identify repair performance gaps and support coaching or process improvements
Help ensure repair quality, productivity, and operational consistency across the team
Front-of-House Leadership & Customer Experience
Support front-of-house operations, including customer check-in, diagnostics, sales conversations, claims support, repair updates, and customer issue resolution
Model strong customer service behaviors and help reinforce service expectations with the team
Assist with customer escalations and service exceptions within established company guidelines
Help maintain a professional, organized, and customer-ready store environment
Promote a customer-focused culture that balances service, repair quality, speed, and operational accountability
Inventory & Asset Management
Responsible for supporting inventory management, including parts organization, cycle counts, inventory accuracy, and shrink prevention
Help ensure parts availability supports repair demand and customer commitments
Follow company standards for inventory handling, receiving, transfers, returns, and reconciliation
Identify inventory issues or gaps and communicate them to the Store Manager or appropriate support teams
Maintain accountability for accurate inventory processes and proper documentation
People Support, Training & Team Development
Support onboarding of new team members by helping them learn store processes, front-of-house expectations, repair workflows, and customer experience standards
Train and develop technicians and store team members through hands-on coaching, observation, and feedback
Help reinforce daily expectations, task ownership, repair standards, and operational accountability
Lead by example and serve as a resource for team members during daily operations
Assist the Store Manager with identifying training needs and supporting team readiness
Participate in daily communication, huddles, and follow-up to drive alignment and execution
Compensation & Incentive Structure
Hourly non-exempt leadership role
Eligible for overtime in accordance with applicable wage and hour requirements
Incentive compensation plan aligned to the current Store Lead ICP structure
Eligible for performance-based earnings tied to applicable operational, customer, repair, and sales performance metrics
Key Expectations
Acts as second-in-command to the Store Manager and supports daily store leadership
Strong working knowledge of front-of-house operations, repair processes, and store execution
Ability to delegate tasks, manage repair flow, and support team productivity
Proficient in all required repairs and able to assist with technical execution and repair quality
Strong customer service presence with ability to support escalations and team coaching
Reliable operational leader who can flex across market locations as needed
Supports onboarding, training, and development of new and existing team members
Maintains ownership mentality for store readiness, inventory accuracy, repair execution, and customer experience
Balances hands-on repair and front-of-house support with leadership responsibilities
Demonstrates professionalism, accountability, and consistency in supporting store performance
