General Manager- Wilmington, DE

at Service King in Claymont, Delaware, United States

Job Description

Position Title: General Manager Department: Operations

Reports To: Director of Operations

Our Company:

For over 45 Years, Service King has been a collision repair operator of choice, with 350 locations in 24 states with a mission to provide a secure, fulfilling workplace that motivates our teammates to deliver safe, superior repairs with excellent customer service.

Position Summary:

A General Manager is responsible for leading the shop’s operations and ensuring it meets or exceeds goals for customer service, gross profit and operational efficiency.

This position requires strong leadership and team building skills, investment in employee growth and development, a high level of technical expertise in collision repair estimatics and production, and strong customer relationship management experience.


Meet or exceed location revenue goals and other KPIs: Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality and efficiency, such that the location meets or surpasses KPIs

Labor assignment and production management: Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint

Teammate support: Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed

Monitor and attain production goals and standards: Ensure all repairs are in line with Service King and I-Car quality standards, all repairs are billed accurately and correctly, and back of shop PPE protocol is upheld for teammate safety

Complete shop payroll and staffing in a timely manner: Ensure production staff adheres to punch-in/out guidelines and flag-hour procedures for weekly payroll processing and manage staff PTO, vacation or leave

Manage daily production flow: Communicate with team (Body Technicians, Repair Planners, Shop Assistants) to ensure production is moving as needed to meet delivery requirements

Write DRP complaint estimates (as needed): Write complete estimates after full disassembly and damage discovery, update CE’s estimates as needed, and lock final estimates

Team acquisition, coaching and development: Responsible for understanding all teammate position requirements, interviewing and hiring the best candidates for roles based on skills and experience, and providing individual teammate performance coaching, feedback and support for growth/progression opportunities

Additional responsibilities as assigned Competencies:

Core Competencies:

Teamwork – Builds strong relationships and works collaboratively with others to meet shared goals; Strengthens relationships by promoting mutual trust and supporting teammates.

Accountability – Holds self and others accountable to meet and exceed commitments; Focuses on quality results, monitors progress, learns from mistakes, and strives for improvement.

Results Driven – Can be counted on to drive pace to achieve results and consistently meet or exceed expectations; Executes priorities with a focus on critical work to achieve targeted goals.

Sound Judgment – Makes good decisions by analyzing the situation, leveraging experience, and using available information; Objectively evaluates problems, discovers root causes, and works toward timely resolution.

Customer Focus – Maintains a relentless focus on customers and is committed to the continuous improvement of services; Keeps internal and external customers in mind at all times and strives to proactively address customer concerns and needs.

Leadership Competencies:

Model the Way – Be authentic to the Service King Core Values, ‘The Service King Way’; Be the example by aligning your behaviors in a way that shows others how to act.

Inspire a Shared Vision – Challenge yourself and your team by creating bold objectives that excite and inspire; Create a personal connection between a teammate’s goals, your team’s goals and Service King’s Vision.

Challenge the Process – Be the owner of the process committed to constant improvement both personally and collectively as a team; Look for new ways to get things done effectively and learn from mistakes.

Enable Others to Act – Develop your talent by ensuring teammates are engaged, challenged, and growing; Share power and responsibility by involving your team on routine and important tasks and decisions.

Encourage the Heart – Recognize hard work and reward success; Build strong relationships by caring about your team and celebrating both large and small victories.

Specialized Competencies:

Analytical Ability – Ability to work with a large number of details and data; Ability to analyze and challenge details, data and facts prior to decision making in order to repeatedly make accurate decisions

Attention to Detail – Ability to process detailed information effectively and consistently

Multi-tasking – Ability to work on and successfully complete many different tasks or projects at the same time

Stress Management – Ability to perform under pressure and in adversity

Time Management – Ability to analyze workload, assign priorities and maintain focus on tasks at hand in order to efficiently get work done

Written and Verbal Communication – Ability to provide clear, concise information in writing, via phone or in-person

Position Requirements:


Knowledge of Collision Industry including high-level knowledge of insurance procedures and requirements for a variety of carriers

Aptitude in decision-making and problem solving

Ability to lead and work collaboratively with others to meet shared objectives

Demonstrated ability to meet deadlines and achieve successful results

Proficient knowledge and use of estimating software

Proficient with Computers and other technology

Valid driver’s license required

Legally authorized to work in the United States


Bilingual (Spanish)

I-Car certification

Previous experience working in CCC ONE Total Repair Platform

Service King provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Requisition ID : 31252

Category : Operations Management

Job Type : Full-Time

Address : 130 Hickman Road Claymont, Delaware United States

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Job Posting: JC224234971

Posted On: Sep 21, 2022

Updated On: Oct 31, 2022