• Customer Relations
• Leadership, Training, and Development
• Interdepartmental Relations
• Profit Management
• Warranty Administration
• Exceeding Service Standards
• Analysis and Problem Solving
• Customer Enthusiasm
• Delegating and Empowering
• Motivation and Coaching
• Organizing and Planning
• Strategic Leadership
• Team Building
• General Manager
MANAGEMENT/BUSINESS SKILLS REQUIRED:
• Ability to establish and maintain good relationships with customers and to exceed their expectations
• Ability to answer customers’ technical questions regarding vehicle problems, warranties, services, & repairs
• Ability to develop job descriptions and to hire and train the Fixed Operations team
• Ability to develop and maintain a good relationship with the manufacturer
• Knowledge of automotive systems in general
• Ability to review and revise customer service orders and inspect the quality of technicians’ repairs
• Knowledge of new models and product improvements, based on technical service bulletins, etc.
• Knowledge of warranty guidelines and ability to relate them to warranty service orders
• Ability to develop and follow action plans to ensure Fixed Operations profitability
• Ability to conduct trend analyses to analyze technicians for productivity
• Leadership skills, including coaching, organizing and planning, interpersonal sensitivity, and training
• Ability to coach and train Service, Parts and Body Shop team members
• Computer skills including but not limited to MS Excel and MS Word.
WORK ORIENTATION FACTORS
• Much customer contact
• Frequent deadlines (scheduled and unscheduled tasks)
• Much paperwork
• Much contact with people in all dealership departments
• Long hours
• Moderate amount of computer work
The Fixed Operations Manager:
• Seeks to prevent and resolve customer vehicle problems by emphasizing to customers the importance of consistent, regular vehicle maintenance.
• Takes a proactive interest in the training and development of the Fixed Operations team.
• Always monitors work flow in the dealership and minimizes disruptions by developing the backup abilities of the team to compensate for illnesses, vacations, and turnover.
• Administers warranty claims, including reviewing warranty policy adjustments, understanding and applying warranty guidelines, ensuring correct processing of claims, and communicating warranty information and clarifications to customers.
• Reviews the previous month’s sales/profit performance in cooperation with the Parts, Body Shop and Sales Managers to determine where improvements can be made.
• Reviews and revises customer service orders, assists in diagnosing vehicle problems, and ensures that parts are either available or on special order by maintaining up-to-date knowledge of products and services within the dealership.
WHAT THE WORKER IS LIKE?
The Fixed Operations Manager:
• Has a major responsibility to customers of the dealership.
• Is promoted internally from senior Service Consultant, Service Manager, Parts Manager or Body Shop Manager, or might come from smaller retail service outlets.
• Must exemplify excellence and must motivate the department to take pride in promoting customer enthusiasm.
• Depends on his or her ability to successfully coordinate with other departments in forecasting, reviewing, and revising business plans.
• Must be capable of paying close attention to administrative details, such as reviewing work orders, to ensure that all actions have been documented according to dealership policies and procedures.
• Must be capable of working independently, effectively managing his or her time and work flow.
WHAT THE WORK IS LIKE?
The work of the Fixed Operations Manager:
• Entails being responsive to customers.
• Requires effectively handling unique customer situations on a daily basis.
• Involves analyzing team needs and monitoring the performance of Service Consultants and Technicians, Parts Counter people and Body Shop Consultants.
• Must reflect knowledge of all areas of automotive systems.
• Involves considerable interaction with the Parts Department to develop promotions and ensure profitability.
• Must reflect thorough research of competitors’ service and repair price structures when determining the dealership’s service and repair prices.
• Involves contact with similar managers in other dealerships.
• Includes attendance at district meetings and close reviews of technical bulletins and Dealer surveys to ensure up-to-date information.