Fixed Operations Manager

The Fixed Operations Manager is responsible for the leadership of both the Service and Parts departments.

Responsibilities include:

• Establish clear performance expectations and accountability standards for all Fixed Operations employees.
• Coach develop cross-train and evaluate employees through regular performance conversations.
• Recognize strong performance and address performance issues promptly and professionally.
• Maintain appropriate department staffing scheduling recruiting onboarding and training activities.
• Promote teamwork and collaboration between Service Parts Sales and Administration.
• Lead by example in professionalism urgency customer care and company values.

The Fixed Operations Manager is accountable for the overall operational and financial performance of the Service department.

Responsibilities include:

• Manage technician dispatching workload shop capacity and workflow to maximize productivity and efficiency.
• Monitor technician performance efficiency proficiency and utilization.
• Ensure repair orders accurately document customer concerns recommendations authorizations and completed repairs.
• Monitor work-in-process repair order aging and cycle times while resolving workflow bottlenecks.
• Ensure customers receive proactive updates regarding repair status and completion timelines.
• Ensure maintenance recommendations recalls and stop-sale procedures are identified and properly addressed.
• Monitor warranty repairs warranty receivables and warranty compliance.
• Analyze comeback repairs and implement corrective actions to reduce repeat visits.
• Drive Service sales growth retention initiatives and customer-pay opportunities.
• Maintain a clean safe organized and professional Service operation.

The Fixed Operations Manager is accountable for the operational and financial performance of the Parts department.

Responsibilities include:

• Manage inventory levels investment turnover and profitability.
• Maintain inventory accuracy through cycle counts audits and inventory controls.
• Oversee special-order parts backorders and aged inventory reduction efforts.
• Ensure parts are properly received billed transferred issued and returned when required.
• Monitor lost sales opportunities and inventory stocking effectiveness.
• Ensure technicians receive parts efficiently to minimize downtime and maximize shop productivity.
• Maintain accurate manufacturer catalog and pricing information.
• Manage warranty parts retention returns and compliance requirements.
• Maintain clean organized secure and efficient parts storage areas.
• Support retail internal warranty and Service-related parts sales objectives.

The Fixed Operations Manager owns the customer experience within Fixed Operations.

Expectations include:

• Ensure customers receive proactive professional and consistent communication throughout the repair process.
• Ensure repair statuses estimates recommendations and commitments are clearly explained and documented.
• Address customer concerns promptly and effectively including escalated situations.
• Ensure employees communicate professionally and follow through on commitments.
• Review customer feedback and implement continuous improvement initiatives to enhance customer satisfaction and retention.