Fixed Operations Manager

LEADERSHIP & TEAM MANAGEMENT

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.

SERVICE DEPARTMENT MANAGEMENT

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.

PARTS DEPARTMENT MANAGEMENT

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.

CUSTOMER EXPERIENCE

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.