Automotive Service Director

We have been engaged by to identify qualified candidates to assume the role of General Manager. This role demands an entrepreneurial mindset - proactive, innovative, and results-driven - with strong financial acumen, leadership presence, and a passion for the automotive service industry. The GM will be expected to deliver measurable improvements in profitability within the first 6-12 months.

Responsibilities include:

• Operational Leadership: Oversee all day‑to‑day shop operations, including workflow management, dispatching, parts inventory, equipment utilization, and cycle time. Implement lean processes to increase capacity in a high‑volume environment, reduce bottlenecks, and achieve industry‑leading efficiency metrics (e.g., hours per repair order, shop utilization).
• P&L Ownership: Take full accountability for the shop’s profit and loss statement. Analyze financial reports daily/weekly, identify inefficiencies (labor, parts, overhead), implement aggressive cost controls, improve gross margins, and drive revenue growth through higher average repair orders (ARO), technician productivity, and customer‑pay business while reducing reliance on low‑margin work.
• Team Building & Talent Management: Recruit, hire, train, mentor, and retain top‑tier technicians, service advisors, and support staff with expertise in import/European vehicles. Foster a high‑performance culture with clear KPIs, performance‑based incentives, ongoing training (manufacturer certifications, technical skills), and accountability systems to boost morale and productivity.
• Customer Experience & Retention: Champion exceptional service standards to improve customer satisfaction (CSI/NPS), retention, and referral rates. Proactively resolve complaints, implement loyalty programs, and build long‑term customer relationships that increase lifetime value and repeat business.
• Strategic Growth & Marketing: Develop and execute growth strategies including targeted marketing for import owners, upselling preventive maintenance packages, potential service expansions, partnerships with local dealerships or fleets, and digital/online presence improvements to drive car count and revenue.
• Compliance, Quality & Safety
  :
  Ensure full compliance with all manufacturer warranties, environmental/safety regulations, and industry standards. Maintain rigorous quality control processes to minimize comebacks and protect the shop’s reputation.
• Reporting & Continuous Improvement: Provide regular, transparent performance reports to ownership. Conduct regular management meetings, track KPIs (car count, sales, profitability, efficiency), and drive data‑informed decisions to sustain the financial turnaround and position the business for long‑term scalability.

Candidate Requirements.

To achieve success in this high‑energy, rapidly growing and entrepreneurial environment, the General Manager will need a broad array of technical, leadership and business operation skills. Ideal candidates will possess:

• Proven Automotive Management
  
  Experience:
  
  Minimum 5-7 years in a Service Management role at a high‑volume independent repair shop, multi‑location chain, or premium import dealership (Mercedes-Benz, BMW, Porsche, Audi, or similar European brands strongly preferred).
• Turnaround Track Record: Demonstrated success turning around underperforming automotive service operations - specifically improving profitability, gross margins, technician productivity, and customer retention within 6-18 months.
• Financial Acumen: Strong understanding of automotive service financials (P&L ownership, labor efficiency, parts margins, average repair order, shop utilization, and break‑even analysis).
• Import/European Technical Knowledge: Solid working knowledge of European import vehicles and the independent repair environment. Ability to effectively manage master technicians and complex diagnostics.
• Leadership & Team Development: Proven ability to recruit, develop, and lead high‑performing teams of technicians, service advisors, and support staff in a fast‑paced environment.
• Operational Excellence: Experience implementing process improvements, workflow optimization, and KPI‑driven management (hours billed per tech, car count, customer‑pay vs. warranty, etc.).
• Customer Focus: Track record of delivering exceptional customer experiences and achieving high CSI/NPS scores.
• Sales & Marketing: Ability to drive revenue growth through effective upselling, service menu development, customer retention programs, and local marketing initiatives.
• Problem‑Solving: Strong analytical skills with the ability to quickly diagnose business issues and implement practical solutions.
• Strong organizational skills
  : must be able to manage and prioritize multiple business objectives and projects with the proper sense of urgency and autonomy; the ideal candidate has been successful driving change and growth in a similar sized organization and building a cohesive and "can do" culture.