General Manager of Service Operations

Midwest Star Group is a Wisconsin-based family of businesses serving the towing, transportation, automotive, truck and trailer, equipment, and service industries. Our companies work together to deliver quality service, skilled craftsmanship, and dependable solutions to customers throughout Western and Central Wisconsin. Jerry's Truck & Trailer Repair specializes in commercial truck and trailer maintenance, diagnostics, and repair services. As part of Midwest Star Group, our service operations support a broad range of customers, equipment, and industries. About the Position The General Manager of Service Operations provides leadership and operational oversight across multiple service locations. This individual is responsible for building strong management teams, improving financial performance, standardizing service processes, and ensuring safe, efficient, customer-focused operations. This position requires regular travel between company locations, primarily Roberts, River Falls, and Eau Claire, with additional oversight responsibilities across the broader service organization. Key Responsibilities Operations Leadership Provide strategic and hands-on leadership across automotive, heavy-duty truck and trailer, and mobile repair operations. Establish consistent operating standards, procedures, and performance expectations across locations. Coach and develop location managers while maintaining clear accountability for day-to-day operations. Conduct regular operational reviews to evaluate staffing, productivity, financial performance, customer service, and safety. Identify opportunities to improve operational efficiency and support continued business growth. Financial & Business Performance Oversee service department profitability, budgets, labor margins, parts margins, and operational expenses. Monitor key performance indicators including technician productivity, utilization, effective labor rates, repair-order values, and work-order completion. Identify opportunities to improve pricing, scheduling, capacity utilization, and revenue generation. Partner with Finance and Operations leadership on budgets, forecasting, and business improvement initiatives. Service & Shop Operations Standardize estimating, scheduling, work-order management, technician time tracking, invoicing, and quality-control practices. Improve workflow efficiency and reduce bottlenecks, downtime, delayed billing, and unnecessary expenses. Ensure accurate documentation and billing of labor, parts, materials, and services. Support consistent processes across automotive, heavy-duty, and mobile service operations. Leadership & Employee Development Lead, coach, and develop managers and service leadership teams. Establish performance expectations, accountability, and consistent management practices. Partner with Human Resources on staffing, recruiting, onboarding, training, retention, and employee development. Identify future leaders and support succession planning. Customer Experience & Business Growth Build and maintain relationships with commercial, fleet, and strategic customers. Establish consistent customer service standards and timely communication practices. Resolve escalated customer concerns and identify opportunities to improve service delivery. Support business development and customer retention initiatives. Safety, Systems & Continuous Improvement Promote a safety-first culture and ensure compliance with applicable workplace and environmental regulations. Improve parts inventory management, purchasing practices, and vendor relationships. Drive consistent use of Shopmonkey and other operational management systems. Implement scalable processes, reporting practices, and continuous-improvement initiatives.