Service Manager- Hope Auto

Description

Service Manager

You play a vital role in delivering the quality, reliability, and trust that define McLarty service. As Service Manager, you lead the day-to-day operations of the service department-ensuring efficient workflow, technical excellence, strong financial performance, and a customer-first mindset across your team. With a focus on operational discipline, accountability, coaching, and continuous improvement, you set the tone for a high-impact, performance-driven service culture.

Key Responsibilities

• Run Daily Operations:
Manage workflow, dispatch, parts coordination, and shop capacity to maximize productivity and ensure quality, timely repairs; attain or exceed monthly budget targets; partner with the General Manager to develop and monitor annual budgets; drive performance while maintaining disciplined expense control; maintain expert knowledge of OEM programs and their impact on aftersales operations; consistently meet deadlines with accuracy and urgency

• Deliver Great Experiences:
Ensure consistent, friendly, and transparent communication with customers throughout the service process-from check-in to follow-up; handle issues proactively to drive satisfaction and loyalty; maintain customer experience benchmarks including minimum zone group averages and attainment of other expected benchmarks

• Drive Performance:
Monitor department KPIs including CP RO count, technician productivity, hours per RO, effective labor rate, CSI, warranty performance, and gross profit margins; analyze trends and adjust staffing, scheduling, workflow, and overtime usage to improve results and control expenses; participate in Monthly Operational Reviews (MORs) with the General Manager and establish actionable plans to improve performance and operational opportunities; maintain awareness of OEM standards and work toward achieving highest OEM recognition annually

• Lead the Team:
Recruit, hire, train, coach, and evaluate team members; set clear expectations and foster a high-performance, safety-first culture; lead regular team meetings, 1:1 coaching conversations, and scorecard/performance review discussions; support career growth and advancement to build a strong internal leadership pipeline; develop technician recruiting pipelines through trade schools, internships, manufacturer programs, and recruiting events; hold team members accountable to operational, performance, and customer experience expectations

• Maintain Quality + Safety:
Monitor work standards, reduce comebacks, enforce safety procedures, and ensure manufacturer, OSHA, and company compliance standards are consistently followed

• Partner Across Departments:
Collaborate with all departments to resolve issues, support shared goals, and improve overall store performance; support an enterprise mindset by leveraging McLarty resources including collision, glass, and internal business partnerships; support operational growth initiatives, onboarding efforts, and leadership development opportunities as needed

• Monitor Financials:
Oversee daily reporting, repair order review, gross profit, expenses, and warranty claims accuracy; maintain disciplined cost controls and operational efficiency while supporting departmental profitability

• Stay Current + Compliant:
Participate in manufacturer training, stay up to date on bulletins and compliance requirements, and ensure your team does the same

• Create a Clean, Organized Environment:
Maintain professional service lanes, shop organization, customer areas, and equipment standards

• Resolve Issues Quickly:
Handle customer complaints, vendor issues, and internal escalations in a professional, solutions-focused manner

• Adapt + Support Business Needs:
Embrace change, support new initiatives, and partner with OEMs and vendors to drive operational success; take ownership of evolving responsibilities as assigned by the General Manager or Home Office

Performance Indicators

• Customer Satisfaction: CSI scores meet or exceed manufacturer and company targets; attainment of other expected benchmarks from online and social media reputation management

• Service Growth:
Achieve budget and exceed YOY targets for CP RO count,…