POSITION SUMMARY

The Shop Manager is the primary customer-facing leader at Family Auto Care's Pocatello, Idaho location. This person is first and foremost a lead service advisor and salesperson who builds customer relationships, writes service, presents estimates, and closes work every day. They also oversee the front office, support the team, and serve as a key leader in the shop's day-to-day culture and operations. Reporting directly to the general manager or owner, the Shop Manager is self-directed, accountable, and coachable, with the communication skills and sales instincts to drive revenue while maintaining the honesty and integrity that Family Auto Care is built on. Over time, this role has a clear path to grow into full shop management responsibility.

ABOUT FAMILY AUTO CARE

Family Auto Care is an independently owned automotive service and repair shop in Pocatello, Idaho, built on a commitment to honest, high-quality service and a team culture that feels like family. The shop serves the local community with a full range of diagnostic and repair services and holds its team members to a standard of craftsmanship, integrity, and customer care that keeps customers coming back. At Family Auto Care, the goal is simple: be the shop that Pocatello trusts.

SUCCESS LOOKS LIKE

• Every customer leaves with a clear understanding of the work performed, confidence in the recommendation they received, and a reason to come back
• Estimates are built accurately, presented with confidence, and closed at a rate that reflects the trust this shop has earned in the community
• The phones are answered, customers are followed up with, and no repair order falls through the cracks
• The front office runs with organization and consistency so that the service drive stays productive and the team stays focused
• The shop runs efficiently every day with zero confusion about workflow, priorities, or team expectations

OBJECTIVES

• Serve as the lead service advisor and primary point of contact for customers, including greeting customers, writing service, building accurate estimates, presenting repair recommendations, obtaining authorization, and following up after vehicle pickup
• Own the phones, follow-up cadence, and customer communication from first contact to final pickup
• Build long-term customer relationships grounded in honesty, transparency, and trust
• Manage the front office and support daily workflow, scheduling, and coordination with the general manager and technician team
• Serve as the primary point of contact for customer escalations and resolve issues with professionalism and a solution-first mindset
• Support the general manager in leading, coaching, and developing the service team in alignment with Family Auto Care's core values and performance standards
• Track, manage, and report all location-level key performance indicators to the general manager or owner on a consistent cadence
• Enforce shop policies, safety protocols, and quality standards consistently across all team members
• Conduct regular cleanliness inspections across shop bays, bathrooms, the office, and parts and inventory areas
• Approve timesheets weekly and manage cores, warranty, and new parts returns
• Review and update inventory pricing and canned job pricing monthly
• Conduct quarterly employee assessments and maintain clear documentation of performance conversations
• Ensure compliance with OSHA and all applicable governmental regulations
• Contribute to the development and refinement of shop standard operating procedures as Family Auto Care scales
• Perform other duties as the general manager or owner sees fit

PERFORMANCE METRICS

The Shop Manager is held accountable to the following key performance indicators:

Gross Sales:

Total revenue generated at the Pocatello location; the primary measure of the shop's productivity and the Shop Manager's ability to drive business

Breakeven:

The minimum revenue required to cover all fixed and variable costs; the Shop Manager must understand this number and manage the shop accordingly

Gross Profit Margin:

The percentage of revenue retained after direct costs; reflects pricing discipline, parts management, and labor efficiency

Average Repair Order:

The average dollar value per repair order written; reflects the quality of the write-up, the thoroughness of the inspection process, and the advisor's ability to present and close recommended work

Car Count:

The number of vehicles serviced per period; reflects marketing effectiveness, customer retention, and the shop's capacity utilization

New Customers:

The number of first-time customers per period; reflects reputation, referrals, and marketing reach in the Pocatello market

Inspections Performed:

The percentage of vehicles receiving a full inspection on every visit; a non-negotiable standard that protects customers and drives authorized work

Comebacks:

The number of vehicles returning for a repair that was not fixed correctly the first time; a direct measure of quality control and technician accountability

Technician Efficiency:

The ratio of billed hours to clocked hours per technician; reflects how well the Shop Manager is supporting workflow and keeping the team productive

Technician Billed Hours:

Total hours billed across all technicians per period; reflects shop throughput

Technician Clocked Hours:

Total hours clocked across all technicians per period; used alongside billed hours to identify productivity gaps

Sales Close Ratio:

The percentage of estimates that result in authorized work; reflects the quality of the write-up, the advisor's ability to build trust, and the shop's ability to overcome objections

Customer Source:

Tracking where customers are coming from; informs marketing decisions and helps ownership understand which channels are driving new business

COMPETENCIES

Service Writing and Customer Communication:

Writes service accurately, presents repair recommendations in plain language, builds trust with customers, and drives authorization rates while maintaining honesty as the non-negotiable standard in every interaction.

Sales and Closing:

Confidently presents repair options, overcomes objections, and closes authorized work in a way that serves the customer's best interest and the shop's revenue goals simultaneously.

Customer Experience:

Handles every customer interaction, including escalations, with professionalism, empathy, and a solution-first mindset that protects the reputation of Family Auto Care in the Pocatello community.

Operations Management:

Supports the daily flow of the shop including scheduling, workflow coordination, and end-of-day processing with enough organization and foresight to prevent bottlenecks and keep the front office productive.

Team Leadership and Development:

Supports the general manager in coaching and holding the team accountable in a way that builds loyalty, reduces turnover, and develops each team member toward their full potential within the shop.

Performance Management:

Tracks key performance indicators consistently, identifies gaps between current performance and the standard, and takes corrective action quickly and effectively.

Culture Building:

Models Family Auto Care's core values daily and creates an environment where team members are engaged, proud to be part of the team, and motivated to perform at a high level.

Financial Acumen:

Understands breakeven, gross profit margin, and the financial levers available to the Shop Manager; manages parts costs, vendor relationships, and inventory with discipline and accountability.

Compliance and Safety:

Maintains a safe and compliant work environment by enforcing standards and ensuring adherence to OSHA and all applicable regulations without exception.

Coachability:

Receives feedback from the general manager or ownership with an open mindset, applies it quickly, and continuously looks for ways to improve personally and operationally.

Organization and Documentation:

Maintains job files, performance records, timesheets, and shop documentation in a state where any record can be retrieved immediately by the general manager, ownership, or the team.

EDUCATION AND EXPERIENCE

• Three or more years of automotive service advising or shop management experience; a senior Service Advisor or Service Manager background is strongly preferred
• Proven ability to write service, build accurate estimates, and close recommended work with customers in a way that is honest, transparent, and trust-building
• Comfortable on the phones and in direct customer communication every day; this is a customer-facing role first
• Working knowledge of automotive systems and service processes; a master technician background is not required
• Experience with shop management software such as Mitchell 1, Tekmetric, Shop-Ware, or similar preferred
• Strong customer communication skills with the ability to handle escalations and build long-term customer relationships
• Self-directed and accountable with the ability to manage the front office independently while staying aligned to the general manager and ownership's standards and goals
• Outside parts sales representative experience is a strong plus; candidates who understand relationship-based selling, product knowledge, and overcoming objections in an automotive context translate well into this role

PHYSICAL REQUIREMENTS

• Must be able to stand, walk, and move throughout the shop and service drive for extended periods throughout the workday
• Must be able to sit at a desk and work on a computer and phone as needed for administrative and reporting functions
• Must be able to lift and carry parts, files, and supplies weighing up to 50 pounds
• Must be able to coordinate with technicians on the shop floor and communicate across all areas of the location
• Must be able to maintain focus and composure in a fast-paced, high-volume environment

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Family Auto Care recognizes that a diverse team, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with customers, candidates, and partners.

Pay:

$58,000.00 - $85,000.00 per year

Work Location:

In person