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About the Role
The Fixed Ops Director is responsible for the customer-focused overall operation of the dealership's service department. This role involves selecting, training, coaching, developing, and retaining top talent to maximize profitability and ensure high levels of customer and associate satisfaction.
Responsibilities
- Conduct yourself and lead the team in a way that supports Blue Compass RV Core Values, Leadership Qualities, and Mission and Vision.
- Bring Commitment and Passion to your store, associates and customers.
- Provide the team with exceptional communication to set a clear vision, direction and goals for the team to achieve targeted performance in Service and Parts, and Customer Experience.
- Engage and motivate the team to achieve key goals and performance expectations.
- Ensure accountability from individuals and the teams to meet goals.
- Lead by example on the front lines with customers and associates, fostering an environment where the team is comfortable approaching leadership with ideas and issues.
- Ensure associates feel valued and connected to their store leadership and the company vision.
- Recruit, retain, and develop talent through coaching and training.
- Hire the right people aligned with company values and train them for success and long-term careers.
- Drive a culture of exceptional customer experience.
- Create a great customer experience in the store and personally ensure customer concerns are resolved.
- Ensure the store maintains high professional standards for customers and associates.
- Partner closely with market, region, and executive leaders in Service, Parts, Marketing, Human Resources, and Accounting to maximize performance growth and alignment with company initiatives.
- Ensure company procedures are followed.
- Enforce company procedures.
- Maximize productivity levels of Service Technicians and Service Advisors.
- Maintain effective and productive shop structure.
- Train and develop staff for growth and increased performance.
- Support customer pay sales and other growth initiatives in service and parts.
- Monitor billing, warranty, internal and external repair orders.
- Manage and maintain proper staff levels to benchmark metrics.
- Manage store controllable expense elements.
- Analyze the business and develop action plans to improve performance.
- Set and achieve targeted goals.
- Provide strong service leadership.
- Drive business by example with a high degree of involvement in day-to-day processes.
- Regularly coach and train associates.
- Ensure a great customer experience and calmly assist and defuse customer complaints to maintain customer loyalty.
- Proactively ensure that all customers are greeted and their needs addressed while in store.
- Maintain a clean, well-organized service shop, office and parts retail area.
- Be responsible for all OSHA and company mandated safety requirements.
- Be fiscally responsible for service and parts inventories, cash handling and assets of the company.
- Ensure high quality of work, minimizing repeat repair attempts.
- Actively resolve customer complaints to maximize customer satisfaction.
Skills
- Leadership
- Communication
- Teamwork
- Coaching
- Training
- Customer Service
- Problem-Solving
- Financial Management
- Inventory Management
- Operations Management
Work Type
- 5-day work week
Salary/Compensations
- $140,000-$165,000
Benefits
- Medical, dental, vision, disability, FSAs, and life insurance
- Paid Time Off and paid holidays
- 401K
- Pet Insurance
- Employee Assistance Program
- Training and Development Programs
- Referral Program
- Legal Coverage
- Identity Theft Protection
Equal Opportunity
- We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.