Service Manager- Hope Auto

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, hours/RO, ELR, and gross profit

Accounts Receivable :

Maintain minimal aging (45 days max)

Technician Productivity :

Meet or exceed OEM productivity standards (100-120%)

Warranty Compliance :

Clean claim submissions and timely processing (within 30 days); quantify/qualify for warranty rate increase every 6-months; meet all OEM required policies and procedures

EHS Compliance :

Adherence to local, state, federal, and OEM policies, safety protocols, and training; regular KPA inspections show high standards for cleanliness, tool organization, and shop safety

OEM Requirements :

Meet manufacturer requirements, including ASE

Team Development :

Certifications maintained, and training needs addressed; leads regular team meetings, conduct regular 1:1 coaching conversations, and review discussions with each employee Qualifications

• 2-4 years of experience in service department leadership; automotive dealership experience preferred
• Prior experience managing or supervising service teams
• Strong knowledge of vehicle repair processes, warranty guidelines, OEM service expectations, and dealership operations
• Valid driver's license and clean driving record
• Authorized to work in the U.S. Must possess and maintain acceptable MVR insurability. Must pass applicable pre-employment background and drug screenings. Skills + Competencies Required
• Leadership and team development skills
• Strong communication and conflict resolution ability
• Business and financial acumen with the ability to analyze operational performance
• Attention to detail, documentation accuracy, and time management
• Familiarity with DMS platforms (e.g., CDK), dispatch tools, and warranty systems
• Ability to manage multiple priorities and maintain calm under pressure
• Knowledge of OSHA, EPA, and safety compliance requirements
• Basic proficiency with Microsoft Office (Excel, Word, Outlook) Preferred
• OEM service certifications or technical background
• Familiarity with technician incentive plans, shop efficiency tools, and operational reporting Tools + Technology
• OEM Portal
• CDK
• Xtime / Wi-Advisor (all aspects that apply)
• Labor pricing tools
• Reporting and operational analytics tools
• AI-assisted productivity and workflow tools (Copilot, automation, reporting enhancements, etc.

) Values-Based Leadership Commitments (D.R.I.V.E.) As a McLarty leader, you are expected to model and reinforce McLarty's

D.R.I.V.E.

values through daily decisions, behaviors, and leadership commitments:

• D—Do the

Right Thing :

Lead with integrity, consistency, and courage; set clear expectations, address issues early, and make principled decisions—even under pressure.

• R—Raise the

Bar :

Establish and uphold high performance standards; coach for mastery, reinforce accountability, and continuously improve results, quality, and processes.

• I—

In It Together :

Build strong partnerships across departments; communicate openly, break down silos, and foster shared ownership and accountability.

• V—

Value People :

Put people first by developing talent, providing clarity and feedback, and creating a respectful, supportive, and inclusive environment.

• E—

Excellence :

Deliver excellence not as a one-time outcome, but as a consistent standard in how work is done, decisions are made, and teams are led. Detailed Team and Leadership Commitments are outlined in the McLarty

D.R.I.V.E.

Guide.

ADA + EEO

McLarty Automotive Group is an equal opportunity employer committed to fostering a respectful, inclusive workplace. Employment decisions—hiring, training, compensation, and beyond—are made based on qualifications and merit, never personal status. We provide reasonable accommodations for qualified individuals with disabilities. This commitment also extends to our customers, vendors, and business partners. Physical + Environmental Requirements

• Regularly required to stand, walk, talk, and hear
• Occasionally required to sit, kneel, crouch, or lift up to 25 lbs
• Requires close vision and depth perception
• Shop and service lane environment with exposure to moving mechanical parts, fumes, and noise Position Details

Department :

Service

Reports To :

General Manager

FLSA Status :

Exempt + Commission