Dent Wizard International

• Launch New Sites (60%) • Pre-Site Launch : Be on site at least two days before the site launch. Assist with identifying and clarifying roles on the launch team. Train and coach technicians. • Repair wheel cosmetic damages (curb and road rash, peeling, scrapes, gouges, oxidation and bent wheels) using spray-painting equipment, power tools and work aids. • Troubleshoot to Sustain Service Excellence (20%) • Improve Team’s Ability to Execute SOPs and Technology (30%) • Serve as SME Technician for the Division (20%) • Participate in weekly Division Project Team call updates.

• Conquest new business through focused selling activities • Manage the full sales cycle with the customer • Engage front line managers to secure business • Lead the identification of new customer prospects • Conduct Quarterly Business Reviews with current customers • Develop and manage strong relationships with mid-sized customers • Proactively identify opportunities and provide solutions • Participate in operations huddles and management routines

• Conquest new business through focused selling activities • Manage the full sales cycle with the customer • Engage front line managers to secure business or add additional services • Lead the identification of new customer prospects and sales process to land new business • Own and lead origination of DW strategic sales initiatives • Contribute to and drive the Division’s sales strategy, plan and critical priorities • Deliver professional sales presentations • Conduct Quarterly Business Reviews with current customers (QBR) • Develop and manage strong relationships with mid-sized customers within the Division • Collaborate with Dealer Tire sales partners • Drive existing customer growth and retention • Identify competitive opportunities, threats, trends and issues; elevate awareness and proactively implement value-added solutions • Partner with District Operations Managers and Area Operations Managers to ensure customers have five-star experience • Maintain a positive and productive working environment consistent with Dent Wizard’s core values • Participate in operations huddles and management routines to ensure strong alignment, integration and collaboration across teams • Participate in the Goal Setting & Review (GS&R) process providing regular updates • Enter and update sales related data in a timely manner

• Manage the Coordinator – Claims role • Oversee daily claims dispatch and processing to ensure timely and accurate resolution • Review and report weekly/monthly claims metrics • Analyze customer metrics and trends (cycle time, total claims, cancellations, etc.) • Partner with Field Team to drive cycle time performance • Maintain visibility into open claims and proactively address delays • Resolve customer issues and improve customer experience • Ensure accurate customer pricing, quotes, and invoicing • Process expenses as needed related to Claims • Exercise independent judgment and discretion in managing the Claims team, including directing daily work priorities, staffing levels, and operational decisions • Hire, discipline, evaluate, and recommend termination of direct reports; performance reviews and employment decisions carry significant weight with senior leadership • Forecast contact volume for calls, email, and chat in both Peak and Non-Peak times and independently adjust staffing resources to meet operational demands • Make staffing changes and scheduling decisions based on day of week, sales promotions, and other anticipated events without requiring prior approval for routine adjustments • Prepare and direct schedules, monitor attendance of operators, approve time off, and adjust shifts as necessary • Create, maintain, and report department metrics for tracking key performance indicators; independently review data for anomalies and determine corrective action • Monitor individual, team, and claims center results; exercise discretion in identifying performance trends and implementing improvement plans • Communicate policy and procedural updates to ensure representatives are fully informed of all changes related to products, services, customer needs, and company directives • Resolve team conflicts and maintain a productive work environment through independent management judgment • Serve as the subject matter authority on products, services, policies, and procedures; make binding determinations on escalated operator questions • Drive continuous improvement in the customer experience through call-monitoring, data analysis, and independent implementation of process changes • Resolve escalated customer complaints and make final decisions on exception handling within established authority levels • Direct the design and implementation of all training programs and materials for the Claims team • Develop employees’ skill sets through coaching plans, evaluations, and workshops; independently determine development paths for direct reports • Coordinate with other customer-facing and operational functions (e.g., National Sales, Hail Operations) and make commitments on behalf of the Claims department • Apply advanced product and procedural expertise to independently evaluate and resolve complex manager requests and customer complaints • Support Management and Executive Teams with research projects and strategic recommendations • Other Duties as Assigned

• Support the AR Manager in overseeing Accounts Receivable operations • Research, review, and resolve escalated internal and external customer issues • Assist in leading monthly aging reviews and departmental meetings • Run and review POS reports • Manage and reconcile bank statements • Serve as a role model for excellent customer service • Assist with onboarding and training of new hires on AR processes • Create and maintain monthly regional and national rebate reports

• District Manager oversees and leads all sales, operations, and employees within a defined geographic area • Responsible for both origination of business and fulfillment of services to customers • Develop and execute a revenue growth plan aligned with Company strategy and objectives by developing new customers and expanding relationships • Partner with DSM and RCDD to sell new customers and maximize existing business opportunities • Build and solidify relationships with key customers and networks • Develop and implement sales solutions that ensure maximum penetration of customers and the market • Drive results using strategic selling skills and negotiation abilities • Lead and manage a team to maximize effectiveness and efficiency of resources • Direct recruiting activities to ensure top talent and proper staffing • Expediently and professionally addresses all customer, operational, and performance concerns • Create a positive, productive working environment • Recruit, hire, and retain technician base at or above budgeted targets • Ensure managers possess the necessary skills and are empowered to identify and resolve customer and personnel concerns in a proactive manner • Lead Q Process to ensure complete participation and drive Vital Few and MITs • Responsible for achieving annual budget goals such as revenue and EBITDA

• Builds relationships with team and provides daily support, direction, and training • Communicates to keep team informed and up to date in critical information, expectations, company news, etc. • Proactively identifies and resolves Technician performance opportunities • Ensures Technicians receive proper technical training and skill development • Holds Technicians accountable for meeting or exceeding Company standards, ethical expectations, and performance criteria • Works with RVP/ROD/DM to forecast staffing levels based on current and new business opportunities • Hires and on-boards new employees, setting them up for success by investing time and educating them on Company performance expectations, processes, and policies • Holds regular team meetings to inform, educate, train, and build morale • Conducts informal and formal performance reviews ensuring employees know their strengths and opportunities for improvement • Develops plans to improve Technician performance and productivity • Promotes the Company's values and value • Provides balanced feedback when goals are exceeded, budgets are met, and shortcomings are overcome in a formal monthly setting • Prepares and delivers Annual Performance Reviews • Walks lots to inspect repair quality and identify opportunities to sell additional services daily • Meets regularly with key decision makers to discuss service levels, repair quality, cycle-time performance and other issues that drive customer satisfaction • Seeks out new business opportunities by effectively building relationships and trust as a valued partner • Addresses customer issues and concerns promptly • Provides customers with regular updates and proactively communicates plans to resolve issues • Leads new FLF/RLE launches; implements seamless vehicle flow processes and manages obstacles to a smooth start-up process • Implements accurate invoicing processes • Manages daily Technician call-ins and administrative tasks • Ensures Technicians have all necessary tools and supplies • Schedules appointments between customers and Technicians when necessary • Supports annual inventory process

• Lead and manage large-scale hail catastrophe (CAT) response operations for vehicles. • Develop and implement efficient repair processes that ensure quality and compliance with industry standards. • Oversee the logistics and deployment of technicians, equipment, and materials for hail-damage repairs. • Coordinate with insurance adjusters, dealerships, and repair facilities to streamline claims and repair workflows. • Monitor key performance indicators (KPIs) to ensure operational efficiency, productivity, and profitability. • Recruit, train, and manage a team of hail repair specialists, paintless dent repair (PDR) technicians, and support staff. • Ensure compliance with safety protocols and industry standards for all field and repair operations. • Develop training programs to enhance team skills and stay ahead of evolving hail repair techniques. • Serve as the primary liaison between Dealerships, Body Shops, insurance providers, and service centers. • Negotiate contracts and service agreements with customers and suppliers to ensure cost-effective operations. • Maintain strong relationships with clients, dealerships, and partners to ensure customer satisfaction. • Develop budgets and cost estimates for CAT hail repair projects to ensure financial efficiency. • Implement cost-control measures to maximize profitability while maintaining service quality. • Ensure compliance with federal, state, and local regulations regarding hail damage repair and insurance claims. • Utilize data analytics and reporting tools to assess performance and improve operational strategies. • Drive continuous improvement initiatives to enhance efficiency and reduce repair turnaround times. • Conduct Quarterly Business Reviews with current customers (QBR) Develop and manage strong relationships with top customers within the Division in partnership with Operations.

• Conduct and manage regular audits of licensing to ensure compliance with applicable rules and regulations • Analyze, communicate, and oversee implementation of new rules and regulations in coordination with team to ensure continued compliance • Take lead in drafting and updating SOPs relating to NASTF/Locksmith licensing to ensure compliance with all applicable Local, State and Federal Regulations, where applicable • Maintain all Locksmith Licenses – including filing of renewal applications • Research and provide guidance on city, county and state licensing requirements and regulations • Draft and/or coordinates local and state license and permit applications • Manage Locksmithing Licensing and NASTF accounts for field and Key Operations Administer tech enrollment/term for VW OEM access and tech enrollment/training/term in Key code process (credit card agreement) • Process Key code credit card expense reports • Responsible for Key Operations Smartsheet Administration • Facilitate Ops Training Presentation during Key Technician Basic Training • Collaborate with the Director - Keys Field Support on SOP Creation/Updates relating to Key Code credit card usage • Maintain Master Key Tech/MSM/Key Ops employee list for Key Operations (licensing, NASTF, Rootstock, ODIS, etc.) • Create and Maintain Key Operations related Portals for Key Techs and company management • Arrange travel for team as needed • Assist with expense reporting • Order and track uniforms for key technicians • Assist with special projects as needed

• Dispatch over 750 vehicles weekly using internal technology to technicians and/or third-party locksmiths. • Manage and update claims within the portal. • Follow up with technicians daily to provide accurate ETAs to customers on open claims. • Verify pictures and invoicing for accuracy before uploading to the customer via the portal. • Request voids and rebill claims when documentation is incorrect to ensure proper closure. • Provide customer quotes as needed for claim resolution. • Monitor claims cycle time and ensure timely processing. • Communicate cycle time updates with technicians and managers. • Maintain accurate records and documentation for all claims. • Support administrative tasks including data entry, report generation, and system updates. • Audit claim documentation weekly to ensure compliance with customer and internal standards. • Maintain organized digital records for all claims, dispatches, and communications for audit readiness. • Generate weekly and monthly reports on claim volume, cycle time, and resolution rates. • Identify trends in claim delays or errors and recommend process improvements. • Liaise with the Keys Inventory and Dispatch teams to ensure alignment on vehicle availability and technician capacity. • Partner with Customer Service to resolve escalated claims or customer concerns. • Propose updates to claim workflows or dispatch logic based on recurring issues or feedback. • Participate in system enhancement discussions (e.g., Aango portal updates or dispatch tech upgrades). • Train new team members on claim handling procedures and dispatch protocols. • Create and maintain SOPs for claims processing and dispatch workflows. • Other Duties as Assigned