POSITION SUMMARY
The Shop Manager is the on-site leader of Family Auto Care's Pocatello, Idaho location and is responsible for the full day-to-day operations of the shop, the performance of the local team, and the customer experience from first contact to final pickup. This person leads by example across three core areas: reputation, company culture, and operations. The Shop Manager must also be capable of performing the duties of a Service Advisor, including writing service, building accurate estimates, and communicating repair recommendations to customers with clarity and integrity. Reporting directly to the general manager or owner, the Shop Manager is a self-directed, accountable, and coachable leader who can run the location independently while staying fully aligned to the standards and core values set by ownership.
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
- The shop runs efficiently every day with zero confusion about workflow, priorities, or team expectations
- Every customer leaves with a clear understanding of the work performed, confidence in the recommendation they received, and a reason to come back
- The team is coached, developed, and held to standard in a way that builds loyalty and reduces turnover
- All location-level key performance indicators are tracked, reported, and trending in the right direction
- Service is written accurately, estimates are approved, and no completed job goes without proper documentation or follow-up
OBJECTIVES
- Manage the full day-to-day operations of the Pocatello location including scheduling, workflow, team supervision, and opening and closing procedures
- Perform the duties of a Service Advisor, including greeting customers, writing service, building accurate estimates, presenting repair recommendations, obtaining authorization, and following up after vehicle pickup
- Lead, coach, develop, and when necessary discipline the technician and service team in alignment with Family Auto Care's core values and performance standards
- Recruit, select, onboard, and train new team members and ensure adherence to shop processes and standards from day one
- Track, manage, and report all location-level key performance indicators to the general manager or owner on a consistent cadence
- Serve as the primary point of contact for customer escalations and resolve issues with professionalism and a solution-first mindset
- Oversee parts ordering, vendor relationships, inventory management, and expense control for the Pocatello location
- Enforce shop policies, safety protocols, and quality standards consistently across all team members
- Manage the shop checking account and vendor payments
- 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 managing workflow, dispatching work, and keeping the team productive
- Technician Billed Hours: Total hours billed across all technicians per period; reflects shop throughput and the Shop Manager's ability to keep the floor moving
- 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.
- Operations Management: Manages the daily flow of the shop including scheduling, dispatching, workflow coordination, and end-of-day processing with enough organization and foresight to prevent bottlenecks and keep the floor productive.
- Team Leadership and Development: Leads, coaches, and holds 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.
- 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.
- 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 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 general manager or ownership or the team.
EDUCATION AND EXPERIENCE
- Three or more years of automotive service management experience; Shop Foreman, Service Manager, or senior Service Advisor background preferred
- Proven ability to write service and communicate repair recommendations to customers with clarity and confidence
- 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
- Demonstrated ability to lead, retain, and develop a team in a high-pace shop environment
- Strong customer communication skills with the ability to handle escalations and build long-term customer relationships
- Self-directed and accountable with the ability to run a location independently while staying aligned to general manager or ownership’s standards and goals
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.
If this position caught your eye, send us your resume! For best consideration, include the job title and the source where you found this position in the subject line of your email to [email protected].
Pay: $58,000.00 - $85,000.00 per year
Work Location: In person
