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"The best part of my job is having the ability to give others a chance to advance in their careers. I started at the bottom as a technician and moved up - and they can, too!"
Chris
Service center manager
Valvoline Instant Oil Change
Knoxville, Tenn.
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Day in the Life
As a service center manager, I'm responsible for all parts of running the business, from overseeing and
developing employees, interacting with customers and ensuring compliance with Super-ProŽ policies and procedures
and governmental regulations to handling the financial, maintenance, inventory, sales and cost-control aspects
of operations.
During the course of a day, I'll meet or talk with employees, regular and fleet customers, vendors, suppliers,
account holders, distributors and other service center managers in the area - anyone who might have something
to do with our business.
There are seven employees at my service center. We're open Monday through Friday, from 8 a.m. to 7 p.m.,
Saturday from 8 a.m. to 6 p.m. and on Sundays from noon to 5 p.m., but the number of employees and hours
of business may vary by service center location. I usually work between 45 to 50 hours a week.
On a typical day, I arrive at my service center between 7:30 and 7:45 a.m., turn on the computer and other
equipment, work on the day's paperwork and then do an inspection inside and out to make sure everything is
neat, clean and working properly.
During the course of the day, I mainly work on cars and talk with the customers, handling any concerns.
Before leaving, I make sure all employees have had a lunch break and that they know what to do before closing.
I head for home about 5 or 5:30 p.m., depending on how busy we are.
There's not much travel required for this job. Occasionally, I'll go help open a new store, train employees
or organize a special marketing program. Once in awhile, I may go out of town for training myself, but rarely.
For me, the most challenging part of a service center manager's job is keeping everybody happy, and not just
the customers. You have to maintain good relationships with employees, or people will butt heads, and you won't
have good day-to-day operations. It all comes back to keeping employees satisfied.
Every employee has the same opportunity to succeed at Valvoline Instant Oil Change (VIOC)*. There are training
manuals to work through for each position, but it's up to employees to demonstrate the ability and the desire
to move up. I can teach them how to do any job, but they have to want to learn. VIOC makes it easy to move
ahead and provides incentives for doing your very best. For instance, I recently earned a trip to the
Virgin Islands through an incentive program for VIOC service center managers - and my wife went, too!
Anyone interested in my job must be able to multi-task, lead a team and care about the customer.
Of course, you also need a good technical knowledge of vehicles and the ability to deal with all
types of people and situations. There's always somebody willing to help just a phone call away.
Never be afraid to ask questions either - and keep a level head.
**VIOC is part of Valvoline's DIFM - Do-It-For-Me - business group
® The VIOC SuperPro® technical certification program maps out daily procedures and provides a standard process for ensuring consistent execution of operations among all service centers.
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