Fixed Operations Manager

The Fixed Operations Manager is responsible for the overall management, profitability, and performance of the dealership’s fixed operations departments, including Service, Parts, Body Shop (where applicable), Warranty, and Customer Experience. The successful candidate will ensure financial, operational, and customer satisfaction objectives are achieved while maintaining compliance with manufacturer standards, company policies, and health and safety requirements.

Operations management:

- Plan, organize, and oversee all fixed operations departments;
- Ensure the effective management of human, financial, and material resources;
- Develop and implement strategies to improve productivity and profitability;
- Establish operational priorities and closely monitor results;
- Optimize work processes to improve operational efficiency.

Financial management:

- Prepare, monitor, and control departmental budgets;
- Analyze financial statements, key performance indicators (KPIs), and budget variances;
- Develop action plans to achieve sales, gross profit, and profitability targets;
- Control operating expenses and maximize departmental revenue.

Service department management:

- Oversee daily service department operations;
- Maximize shop capacity and technician productivity;
- Ensure repair quality and timely completion of work;
- Maintain compliance with safety standards and manufacturer procedures.

Parts department management:

- Supervise all parts department operations;
- Optimize inventory levels and turnover rates;
- Control losses, returns, and special orders;
- Ensure parts availability to support service operations.

Warranty management:

- Oversee warranty claim processes;
- Ensure warranty claims comply with manufacturer requirements;
- Reduce claim rejections and chargebacks;
- Ensure warranty claims are submitted and followed up within required timelines.

Customer experience:

- Maintain high customer satisfaction (CSI) scores;
- Review customer complaints and implement corrective actions;
- Foster a customer-focused culture throughout the dealership;
- Monitor customer feedback and satisfaction metrics.

Staff management:

- Recruit, train, coach, and develop managers and employees;
- Evaluate employee performance and establish performance objectives;
- Promote a positive, collaborative, and motivating work environment;
- Manage disciplinary matters when required, in accordance with company policies.

Compliance and continuous improvement:

- Ensure compliance with company policies, manufacturer requirements, and applicable laws and regulations;
- Maintain compliance with occupational health and safety standards;
- Identify opportunities for continuous improvement and implement best practices;
- Participate in internal audits and manufacturer inspections.

Key performance indicators (KPIs):

- Fixed operations profitability;
- Service and parts sales and gross profit;
- Technician productivity and efficiency;
- Shop utilization rate;
- Labor hours sold per repair order;
- Average repair order value;
- Customer retention rate;
- Customer satisfaction (CSI) results;
- Warranty rejection and chargeback rates;
- Parts inventory turnover;
- Operating expense control;
- Employee retention and engagement.

Requirements:

- Fluent in both French and English to serve a bilingual customer base;
- Minimum of five (5) years of relevant experience as a Fixed Operations Director or in a similar leadership role;
- Strong proficiency with Microsoft Excel.

Please submit your résumé through Auto-jobs.ca.