General Manager

Job Description

Job Description

GENERAL MANAGER Company: Integrity 1st Car Pros Position: General Manager Department: Operations / Service Reports To: Regional Manager Employment Type: Full-Time FLSA Status: Exempt or Non-Exempt, depending on pay structure and duties POSITION SUMMARY The General Manager is responsible for overseeing the daily operations, performance, customer experience, and team leadership of the repair shop. This role requires strong leadership, automotive service knowledge, sales ability, operational discipline, and a commitment to delivering high-quality service. The General Manager ensures the shop operates efficiently, profitably, safely, and in alignment with company standards. This includes managing service advisors, technicians, workflow, sales goals, customer satisfaction, staffing, training, facility standards, and overall store performance. KEY RESPONSIBILITIES SHOP ADMINISTRATION • Maintain a clean, organized, safe, and professional facility, including the front office, waiting area, shop, parking lot, restrooms, and exterior. • Lead daily store operations to ensure efficient workflow, strong communication, and a professional customer experience. • Monitor shop production, technician workload, repair order progress, vehicle status, and completion timelines. • Oversee inventory, parts processes, vendor relationships, shop supplies, equipment, tools, and facility maintenance. • Ensure system accuracy in Tekmetric. • Monitor financial performance, labor costs, discounts, comebacks, warranties, payroll, and controllable expenses. • Protect company assets, customer vehicles, tools, equipment, inventory, cash, and confidential information. • Maintain vendor relationships and verify billing accuracy. • Secure company assets (tools, cash, equipment, etc.). • Keep paper and digital files well-organized and compliant. • Manage shop inventory with accuracy and efficiency. • Ensure guest amenities are always stocked and ready (snacks, beverages, thank-you cards, etc.). • Track employee time, attendance, and payroll accuracy. SALES PERFORMANCE • Set the standard for exceptional customer service. • Drive store performance by meeting or exceeding goals for sales, gross profit, productivity, car count, average repair order, customer retention, and customer satisfaction. • Monitor and coach key performance indicators: - Hours sold/presented per customer - Labor rates - Parts margins - Maintenance sold • Maintain a “Yes Culture” that solves problems and builds trust. • Stay on top of daily communication—calls, texts, voicemails, emails. • Create local partnerships through grassroots marketing and B2B outreach. TEAM LEADERSHIP • Manage, coach, and support service advisors, technicians, general service technicians, and other shop team members. • Conduct daily team meetings, one-on-one coaching, and training conversations to support employee development. • Celebrate milestones (birthdays, anniversaries, PTO, commissions). • Provide real-time praise, feedback, and coaching. • Maintain accountability for employee performance, attendance, professionalism, productivity, and adherence to company policies. • Build individual success plans for each teammate. • Address performance concerns promptly and professionally. • Foster open communication and a supportive team culture. • Conduct performance reviews and support professional development. TRAINING & RECRUITING • Identify hiring and promotion opportunities to strengthen your team. • Recruit, hire, train, schedule, coach, and evaluate store employees in partnership with leadership and HR. • Interview candidates and collaborate with Corporate on final decisions. • Own onboarding and training of new hires. • Audit performance (punctuality, productivity, phone etiquette, etc.). • Provide growth resources (technical training, sales tools, educational content). QUALITY ASSURANCE • Every vehicle must meet your seal of approval before leaving the shop. • Oversee thorough inspections, clean finishes, and clear communication. • Confirm procedures are followed (thank-you cards, warranty explanation, etc.). • Report missed opportunities to Corporate to improve tools, staffing, or process. • Handle customer concerns, complaints, warranty questions, and escalations in a professional and solution-focused manner. QUALIFICATIONS • High school diploma or equivalent required; college coursework, business training, or automotive technical training preferred. • Previous automotive repair shop management, service management, or assistant management experience strongly preferred. • Strong knowledge of automotive maintenance and repair services, shop workflow, labor operations, inspections, estimates, and customer communication. • Proven leadership ability with experience coaching, developing, and holding employees accountable. • Strong sales, customer service, problem-solving, and conflict resolution skills. • Ability to understand and manage key performance indicators such as sales, gross profit, labor productivity, effective labor rate, car count, average repair order, and customer satisfaction. • Experience with shop management software, digital vehicle inspections, scheduling systems, texting platforms, parts ordering systems, and payment processing preferred. • Ability to manage multiple priorities in a fast-paced environment while maintaining professionalism and accuracy. • Strong written and verbal communication skills. • Valid driver’s license with an acceptable driving record. • Reliable, punctual, organized, and committed to team success. SKILLS AND COMPETENCIES • Leadership and team development • Customer service and relationship building • Sales leadership and estimate presentation • Shop workflow and production management • Financial and operational accountability • Problem-solving and decision-making • Conflict resolution and professionalism • Time management and prioritization • Attention to detail and process consistency • Employee coaching, training, and accountability • Basic understanding of HR policies, safety procedures, and employment practices • Ability to uphold company values and lead by example PHYSICAL REQUIREMENTS • Ability to sit, stand, walk, bend, reach, and move throughout the office, shop, and parking areas during the workday. • Ability to use a computer, phone, tablet, printer, and office equipment for extended periods. • Ability to occasionally lift and carry up to 50 pounds. • Comfortable working in and around an automotive shop environment with exposure to noise, vehicle movement, shop equipment, vehicle fluids, dust, heat, and cold. • Ability to safely operate customer and company vehicles when needed. PERFORMANCE EXPECTATIONS • Meet or exceed store sales, profitability, productivity, and customer satisfaction goals. • Maintain a positive, professional, and accountable team culture. • Ensure repair orders, inspections, estimates, authorizations, invoices, and documentation are accurate and complete. • Maintain strong customer communication and resolve concerns promptly. • Keep workflow organized and ensure vehicles move efficiently through the repair process. • Support employee retention, development, training, and performance improvement. • Maintain a clean, safe, organized, and professional facility. • Reduce comebacks through quality control, clear communication, and proper process execution. • Uphold company standards for integrity, professionalism, teamwork, and customer care. CAREER PATH The career path for a General Manager typically leads to a Regional Manager or another multi-store leadership role. Advancement is based on performance, company needs, leadership approval, and the employee’s ability to consistently meet company standards. COMPENSATION AND BENEFITS • Compensation is based on experience, leadership ability, store performance, and qualifications. • Salary plus bonus. • Benefits include health insurance, paid time off, paid holidays, uniforms, training opportunities, employee discounts, bonus opportunities, and career advancement opportunities, depending on company policy and eligibility.