Fixed Operations Director - Multi OEM Group Experience Required
Parkway Family Auto Group · Tomball, TX · 4 wk ago
Business DevelopmentFull-time
We need to output HTML fragment with sections as per rules.
We must include only sections that have real specific content. The posting includes: About Us, Position Summary, Essential Responsibilities (with subcategories), Required Qualifications, Required Management Training and OEM Credentials, Preferred Credentials And Experience.
We need to use for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). However we can use other headings? The instruction: "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't say we cannot have other headings, just that we should use h3 for section headings. So we can use any heading as h3. So we can keep the original headings as h3.
Thus produce:
for section headings. Could treat each subheading as h3 as well, but then we would have many sections. Might be okay but risk of many thin sections. However they are substantive. Could keep as
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). However we can use other headings? The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It suggests we should use those headings if applicable, but we can also use other headings? Probably we should map content to those headings where appropriate. The posting has "About Us" (could map to About the role? Actually About Us is about company, not role. Could use "About the role"? Not exactly. But we could still use "About Us" as heading? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests we should use those standard headings. However we have content like "About Us", "Position Summary", "Essential Responsibilities", "Required Qualifications", "Required Management Training and OEM Credentials", "Preferred Credentials And Experience". We could map:
- About Us -> maybe "About the role"? Not exactly. Could use "About Us" as heading but not in list. Might be okay but risk. Better to follow instruction: Use those headings when applicable. For company description, we could use "About the role"? Not correct. Perhaps we can omit About Us heading and just include paragraph under no heading? But we need to preserve all substantive information. Could put About Us as a
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests we should use those standard headings. However we have content like "About Us", "Position Summary", "Essential Responsibilities", "Required Qualifications", "Required Management Training and OEM Credentials", "Preferred Credentials And Experience". We could map: - About Us -> maybe "About the role"? Not exactly. Could use "About Us" as heading but not in list. Might be okay but risk. Better to follow instruction: Use those headings when applicable. For company description, we could use "About the role"? Not correct. Perhaps we can omit About Us heading and just include paragraph under no heading? But we need to preserve all substantive information. Could put About Us as a
without heading? The instruction: "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't say we cannot have other headings, just that we should use h3 for section headings. So we can use any heading as h3. So we can keep the original headings as h3.
Thus produce:
About Us
...
Position Summary
...
Essential Responsibilities
- ... each bullet
for section headings. Could treat each subheading as h3 as well, but then we would have many sections. Might be okay but risk of many thin sections. However they are substantive. Could keep as maybe but instruction only mentions h3. Safer to keep each subheading as as separate sections. But then we would have many sections; still okay.
Alternatively we could keep Essential Responsibilities as a section with containing paragraphs for each sub-area. But the instruction says use - for any list of duties/requirements/benefits. So we could treat each duty as a list item. The subheadings could be bolded text inside li? Not required. We could just list each duty as li, preserving the content.
Thus we can produce a single
Essential Responsibilities
then - ... Multi-Rooftop Leadership and Manager Development: ...
etc.
Similarly for Required Qualifications: could be list.
Required Management Training and OEM Credentials: could be list.
Preferred Credentials And Experience: list.
We must not include boilerplate like EEO etc. Not present.
We must not include Job ID etc. Not present.
We must not include application instructions. Not present.
We must not include Pay/Schedule/Benefits sections unless posting states them. Not present.
Thus output HTML fragment with sections: About Us, Position Summary, Essential Responsibilities, Required Qualifications, Required Management Training and OEM Credentials, Preferred Credentials And Experience.
We need to preserve all substantive information. Must not invent or summarize away detail. Must keep details.
We need to be careful to not lose any detail. We'll need to copy the text exactly (or close) but can reformat into HTML.
Let's extract each section.
About Us:
"Parkway Family Auto Group is a local family owned and operated, multi-rooftop automotive group representing Chevrolet, Kia, Mazda, Ford, Chrysler, Dodge, Ram, and Jeep. Our dealerships include Parkway Chevrolet, Parkway Family Kia, Parkway Family Mazda, Parkway Ford, Parkway Chrysler Dodge Ram Jeep (CDRJ), and Parkway Kia South, with locations in Tomball, Kingwood, Pampa, and Iowa Colony. Our operations also include Scrubway Wash & Lube, fleet services, and wholesale parts. We are committed to building lasting customer relationships, developing strong teams, and continuously improving performance across our organization."
Position Summary:
"Parkway Family Auto Group is seeking an experienced Group Fixed Operations Director to lead fixed operations across our multi-rooftop, multi-OEM organization. This position has group-level responsibility for service, parts, warranty administration, service BDC performance, and related fixed operations businesses. The Director will work closely with executive leadership, General Managers, and department managers to improve departmental profitability, fixed absorption, shop performance, customer retention, and operational consistency. The ideal candidate is an established fixed operations leader with a proven record of managing both service and parts across multiple franchised rooftops. This individual must be equally comfortable reviewing a financial statement, evaluating shop production, addressing parts inventory performance, developing department managers, and working directly with OEM representatives. This is a hands-on leadership role requiring a consistent presence in the stores, clear accountability, and the ability to implement sustainable improvements—not simply identify opportunities."
Essential Responsibilities: we need to capture each bullet.
Let's parse the text after "Essential Responsibilities". It has headings:
Multi-Rooftop Leadership and Manager Development
- Direct fixed operations performance across all assigned rooftops and related businesses.
- Establish group-wide operating standards while accounting for each franchise’s OEM requirements, market conditions, capacity, and customer base.
- Lead and develop Service Managers, Parts Managers, and other fixed operations leaders in partnership with General Managers.
- Conduct regular store visits, operating reviews, and performance meetings with clear action items, ownership, and follow-through.
- Partner with Human Resources and store leadership on recruiting, staffing, pay plans, performance management, technician development, and succession planning.
- Build a strong management bench and reduce preventable turnover.
Financial Performance and Fixed Absorption
- Develop and manage departmental budgets, forecasts, and operating plans.
- Review financial statements, departmental schedules, and DMS reports with executive leadership and Accounting to improve gross profit, net contribution, expense control, and fixed absorption.
- Monitor effective labor rate, hours per repair order, technician productivity and efficiency, labor gross retention, parts margins, inventory turns, and customer-pay growth.
- Establish appropriate labor pricing, parts pricing matrices, discount controls, purchasing practices, and compensation recommendations.
- Maintain accountability for open repair orders, work in process, warranty receivables, parts receivables, policy adjustments, unapplied labor, and other fixed operations schedules.
Service Operations and Shop Production
- Establish consistent processes for appointment capacity, service write-up, estimating, customer authorization, dispatch, multipoint inspections, customer updates, quality control, and vehicle delivery.
- Optimize technician utilization, skill mix, bay capacity, scheduling, and parts availability across customer-pay, warranty, internal, express service, and commercial work.
- Improve shop throughput and first-time repair performance while reducing comebacks, avoidable delays, and aged repair orders.
- Maintain controls for sublet work, loaner and rental vehicles, shuttle operations, customer vehicle handling, and after-hours drop-off and pickup.
Parts, Wholesale, and Inventory Management
- Lead retail, service-counter, internal, wholesale, and fleet-related parts operations.
- Manage inventory investment, stocking strategies, first-time fill rate, gross and true turns, lost sales, emergency purchases, special orders, and obsolescence.
- Oversee manufacturer purchasing programs, return allowances, cores, backorders, freight, and inventory reconciliation.
- Establish effective cycle-count and physical-inventory procedures in coordination with Accounting.
- Improve coordination between service departments, parts counters, warehouses, and delivery teams.
- Grow wholesale and fleet parts business while maintaining disciplined pricing, account controls, delivery performance, and inventory accuracy.
OEM Relations, Warranty, and Franchise Standards
- Maintain productive relationships with manufacturer field representatives across Chevrolet, Kia, Mazda, Ford, Chrysler, Dodge, Ram, and Jeep.
- Ensure each rooftop follows applicable OEM service standards, warranty policies, repair documentation requirements, recall and service campaign procedures, and training expectations.
- Oversee warranty administration, including claim accuracy, timely submission, rejected claims, receivables, parts retention and returns, and audit readiness.
- Identify recurring issues and implement corrective action to reduce avoidable chargebacks and claim denials.
- Monitor OEM performance measures and training compliance by rooftop.
- Coordinate warranty labor-rate and parts reimbursement reviews with executive leadership and appropriate support resources.
Customer Experience, Service BDC, and Retention
- Establish expectations for accurate estimates, appropriate service recommendations, proactive communication, timely completion, and professional complaint resolution.
- Monitor Customer Satisfaction Index results, customer feedback, repair concerns, and retention trends.
- Address underlying process failures rather than treating recurring complaints as isolated events.
- Direct service BDC performance in partnership with store leadership, including appointment conversion, show rates, scheduling accuracy, declined-service follow-up, maintenance reminders, and customer reactivation.
- Strengthen the transition from vehicle purchase to ongoing service relationships.
Fleet Support, Reconditioning, and Scrubway Operations
- Coordinate with fleet leadership to support commercial and government customers through dependable maintenance, repair scheduling, parts availability, and reduced vehicle downtime.
- Partner with sales and used vehicle leadership to improve reconditioning cycle time, repair quality, internal repair costs, and frontline readiness.
- Provide operational oversight for Scrubway Wash & Lube, including staffing, throughput, service quality, inventory and supply controls, equipment reliability, customer experience, and profitability.
Systems, Facilities, Safety, and Growth
- Drive consistent and accurate use of the DMS and related fixed operations technology.
- Oversee repair order workflows, labor operations, dispatch settings, pricing controls, reporting, and employee training.
- Partner with IT, Accounting, and vendors to resolve system issues and improve data integrity.
- Evaluate equipment needs, special tools, vendor agreements, facility requirements, and capital requests.
- Support new rooftops and expansion projects through staffing plans, equipment readiness, OEM requirements, and operating procedures.
- Maintain effective safety, environmental, privacy, and asset-protection practices.
- Ensure employees have the training and credentials appropriate to their duties, including applicable OEM, EV/high-voltage, and refrigerant-handling requirements.
- For motor vehicle air-conditioning work, ensure technicians performing covered service hold the required Section 609 certification.
Now Required Qualifications:
"Minimum of seven years of progressive automotive fixed operations experience, including at least three years in a Fixed Operations Director, Regional Fixed Operations Manager, or equivalent leadership role with accountability for both service and parts across multiple franchised rooftops.
Demonstrated multi-OEM management experience, with the ability to lead domestic and import franchises, navigate differing manufacturer requirements, and establish consistent operating standards across locations.
A documented record of improving fixed operations profitability, fixed absorption, shop production, parts inventory performance, customer satisfaction, and retention. Candidates must be able to explain their results, the actions taken, and how improvements were sustained.
Strong command of dealership financial statements, departmental P&Ls, budgeting, forecasting, labor pricing, parts inventory management, warranty administration, and
as separate sections. But then we would have many sections; still okay.
Alternatively we could keep Essential Responsibilities as a section with containing paragraphs for each sub-area. But the instruction says use - for any list of duties/requirements/benefits. So we could treat each duty as a list item. The subheadings could be bolded text inside li? Not required. We could just list each duty as li, preserving the content.
Thus we can produce a single
Essential Responsibilities
then - ... Multi-Rooftop Leadership and Manager Development: ...
etc.
Similarly for Required Qualifications: could be list.
Required Management Training and OEM Credentials: could be list.
Preferred Credentials And Experience: list.
We must not include boilerplate like EEO etc. Not present.
We must not include Job ID etc. Not present.
We must not include application instructions. Not present.
We must not include Pay/Schedule/Benefits sections unless posting states them. Not present.
Thus output HTML fragment with sections: About Us, Position Summary, Essential Responsibilities, Required Qualifications, Required Management Training and OEM Credentials, Preferred Credentials And Experience.
We need to preserve all substantive information. Must not invent or summarize away detail. Must keep details.
We need to be careful to not lose any detail. We'll need to copy the text exactly (or close) but can reformat into HTML.
Let's extract each section.
About Us:
"Parkway Family Auto Group is a local family owned and operated, multi-rooftop automotive group representing Chevrolet, Kia, Mazda, Ford, Chrysler, Dodge, Ram, and Jeep. Our dealerships include Parkway Chevrolet, Parkway Family Kia, Parkway Family Mazda, Parkway Ford, Parkway Chrysler Dodge Ram Jeep (CDRJ), and Parkway Kia South, with locations in Tomball, Kingwood, Pampa, and Iowa Colony. Our operations also include Scrubway Wash & Lube, fleet services, and wholesale parts. We are committed to building lasting customer relationships, developing strong teams, and continuously improving performance across our organization."
Position Summary:
"Parkway Family Auto Group is seeking an experienced Group Fixed Operations Director to lead fixed operations across our multi-rooftop, multi-OEM organization. This position has group-level responsibility for service, parts, warranty administration, service BDC performance, and related fixed operations businesses. The Director will work closely with executive leadership, General Managers, and department managers to improve departmental profitability, fixed absorption, shop performance, customer retention, and operational consistency. The ideal candidate is an established fixed operations leader with a proven record of managing both service and parts across multiple franchised rooftops. This individual must be equally comfortable reviewing a financial statement, evaluating shop production, addressing parts inventory performance, developing department managers, and working directly with OEM representatives. This is a hands-on leadership role requiring a consistent presence in the stores, clear accountability, and the ability to implement sustainable improvements—not simply identify opportunities."
Essential Responsibilities: we need to capture each bullet.
Let's parse the text after "Essential Responsibilities". It has headings:
Multi-Rooftop Leadership and Manager Development
- Direct fixed operations performance across all assigned rooftops and related businesses.
- Establish group-wide operating standards while accounting for each franchise’s OEM requirements, market conditions, capacity, and customer base.
- Lead and develop Service Managers, Parts Managers, and other fixed operations leaders in partnership with General Managers.
- Conduct regular store visits, operating reviews, and performance meetings with clear action items, ownership, and follow-through.
- Partner with Human Resources and store leadership on recruiting, staffing, pay plans, performance management, technician development, and succession planning.
- Build a strong management bench and reduce preventable turnover.
Financial Performance and Fixed Absorption
- Develop and manage departmental budgets, forecasts, and operating plans.
- Review financial statements, departmental schedules, and DMS reports with executive leadership and Accounting to improve gross profit, net contribution, expense control, and fixed absorption.
- Monitor effective labor rate, hours per repair order, technician productivity and efficiency, labor gross retention, parts margins, inventory turns, and customer-pay growth.
- Establish appropriate labor pricing, parts pricing matrices, discount controls, purchasing practices, and compensation recommendations.
- Maintain accountability for open repair orders, work in process, warranty receivables, parts receivables, policy adjustments, unapplied labor, and other fixed operations schedules.
Service Operations and Shop Production
- Establish consistent processes for appointment capacity, service write-up, estimating, customer authorization, dispatch, multipoint inspections, customer updates, quality control, and vehicle delivery.
- Optimize technician utilization, skill mix, bay capacity, scheduling, and parts availability across customer-pay, warranty, internal, express service, and commercial work.
- Improve shop throughput and first-time repair performance while reducing comebacks, avoidable delays, and aged repair orders.
- Maintain controls for sublet work, loaner and rental vehicles, shuttle operations, customer vehicle handling, and after-hours drop-off and pickup.
Parts, Wholesale, and Inventory Management
- Lead retail, service-counter, internal, wholesale, and fleet-related parts operations.
- Manage inventory investment, stocking strategies, first-time fill rate, gross and true turns, lost sales, emergency purchases, special orders, and obsolescence.
- Oversee manufacturer purchasing programs, return allowances, cores, backorders, freight, and inventory reconciliation.
- Establish effective cycle-count and physical-inventory procedures in coordination with Accounting.
- Improve coordination between service departments, parts counters, warehouses, and delivery teams.
- Grow wholesale and fleet parts business while maintaining disciplined pricing, account controls, delivery performance, and inventory accuracy.
OEM Relations, Warranty, and Franchise Standards
- Maintain productive relationships with manufacturer field representatives across Chevrolet, Kia, Mazda, Ford, Chrysler, Dodge, Ram, and Jeep.
- Ensure each rooftop follows applicable OEM service standards, warranty policies, repair documentation requirements, recall and service campaign procedures, and training expectations.
- Oversee warranty administration, including claim accuracy, timely submission, rejected claims, receivables, parts retention and returns, and audit readiness.
- Identify recurring issues and implement corrective action to reduce avoidable chargebacks and claim denials.
- Monitor OEM performance measures and training compliance by rooftop.
- Coordinate warranty labor-rate and parts reimbursement reviews with executive leadership and appropriate support resources.
Customer Experience, Service BDC, and Retention
- Establish expectations for accurate estimates, appropriate service recommendations, proactive communication, timely completion, and professional complaint resolution.
- Monitor Customer Satisfaction Index results, customer feedback, repair concerns, and retention trends.
- Address underlying process failures rather than treating recurring complaints as isolated events.
- Direct service BDC performance in partnership with store leadership, including appointment conversion, show rates, scheduling accuracy, declined-service follow-up, maintenance reminders, and customer reactivation.
- Strengthen the transition from vehicle purchase to ongoing service relationships.
Fleet Support, Reconditioning, and Scrubway Operations
- Coordinate with fleet leadership to support commercial and government customers through dependable maintenance, repair scheduling, parts availability, and reduced vehicle downtime.
- Partner with sales and used vehicle leadership to improve reconditioning cycle time, repair quality, internal repair costs, and frontline readiness.
- Provide operational oversight for Scrubway Wash & Lube, including staffing, throughput, service quality, inventory and supply controls, equipment reliability, customer experience, and profitability.
Systems, Facilities, Safety, and Growth
- Drive consistent and accurate use of the DMS and related fixed operations technology.
- Oversee repair order workflows, labor operations, dispatch settings, pricing controls, reporting, and employee training.
- Partner with IT, Accounting, and vendors to resolve system issues and improve data integrity.
- Evaluate equipment needs, special tools, vendor agreements, facility requirements, and capital requests.
- Support new rooftops and expansion projects through staffing plans, equipment readiness, OEM requirements, and operating procedures.
- Maintain effective safety, environmental, privacy, and asset-protection practices.
- Ensure employees have the training and credentials appropriate to their duties, including applicable OEM, EV/high-voltage, and refrigerant-handling requirements.
- For motor vehicle air-conditioning work, ensure technicians performing covered service hold the required Section 609 certification.
Now Required Qualifications:
"Minimum of seven years of progressive automotive fixed operations experience, including at least three years in a Fixed Operations Director, Regional Fixed Operations Manager, or equivalent leadership role with accountability for both service and parts across multiple franchised rooftops.
Demonstrated multi-OEM management experience, with the ability to lead domestic and import franchises, navigate differing manufacturer requirements, and establish consistent operating standards across locations.
A documented record of improving fixed operations profitability, fixed absorption, shop production, parts inventory performance, customer satisfaction, and retention. Candidates must be able to explain their results, the actions taken, and how improvements were sustained.
Strong command of dealership financial statements, departmental P&Ls, budgeting, forecasting, labor pricing, parts inventory management, warranty administration, and
- for any list of duties/requirements/benefits. So we could treat each duty as a list item. The subheadings could be bolded text inside li? Not required. We could just list each duty as li, preserving the content.
Thus we can produce a single
Essential Responsibilities
then- ... Multi-Rooftop Leadership and Manager Development: ... etc. Similarly for Required Qualifications: could be list. Required Management Training and OEM Credentials: could be list. Preferred Credentials And Experience: list. We must not include boilerplate like EEO etc. Not present. We must not include Job ID etc. Not present. We must not include application instructions. Not present. We must not include Pay/Schedule/Benefits sections unless posting states them. Not present. Thus output HTML fragment with sections: About Us, Position Summary, Essential Responsibilities, Required Qualifications, Required Management Training and OEM Credentials, Preferred Credentials And Experience. We need to preserve all substantive information. Must not invent or summarize away detail. Must keep details. We need to be careful to not lose any detail. We'll need to copy the text exactly (or close) but can reformat into HTML. Let's extract each section. About Us: "Parkway Family Auto Group is a local family owned and operated, multi-rooftop automotive group representing Chevrolet, Kia, Mazda, Ford, Chrysler, Dodge, Ram, and Jeep. Our dealerships include Parkway Chevrolet, Parkway Family Kia, Parkway Family Mazda, Parkway Ford, Parkway Chrysler Dodge Ram Jeep (CDRJ), and Parkway Kia South, with locations in Tomball, Kingwood, Pampa, and Iowa Colony. Our operations also include Scrubway Wash & Lube, fleet services, and wholesale parts. We are committed to building lasting customer relationships, developing strong teams, and continuously improving performance across our organization." Position Summary: "Parkway Family Auto Group is seeking an experienced Group Fixed Operations Director to lead fixed operations across our multi-rooftop, multi-OEM organization. This position has group-level responsibility for service, parts, warranty administration, service BDC performance, and related fixed operations businesses. The Director will work closely with executive leadership, General Managers, and department managers to improve departmental profitability, fixed absorption, shop performance, customer retention, and operational consistency. The ideal candidate is an established fixed operations leader with a proven record of managing both service and parts across multiple franchised rooftops. This individual must be equally comfortable reviewing a financial statement, evaluating shop production, addressing parts inventory performance, developing department managers, and working directly with OEM representatives. This is a hands-on leadership role requiring a consistent presence in the stores, clear accountability, and the ability to implement sustainable improvements—not simply identify opportunities." Essential Responsibilities: we need to capture each bullet. Let's parse the text after "Essential Responsibilities". It has headings: Multi-Rooftop Leadership and Manager Development - Direct fixed operations performance across all assigned rooftops and related businesses. - Establish group-wide operating standards while accounting for each franchise’s OEM requirements, market conditions, capacity, and customer base. - Lead and develop Service Managers, Parts Managers, and other fixed operations leaders in partnership with General Managers. - Conduct regular store visits, operating reviews, and performance meetings with clear action items, ownership, and follow-through. - Partner with Human Resources and store leadership on recruiting, staffing, pay plans, performance management, technician development, and succession planning. - Build a strong management bench and reduce preventable turnover. Financial Performance and Fixed Absorption - Develop and manage departmental budgets, forecasts, and operating plans. - Review financial statements, departmental schedules, and DMS reports with executive leadership and Accounting to improve gross profit, net contribution, expense control, and fixed absorption. - Monitor effective labor rate, hours per repair order, technician productivity and efficiency, labor gross retention, parts margins, inventory turns, and customer-pay growth. - Establish appropriate labor pricing, parts pricing matrices, discount controls, purchasing practices, and compensation recommendations. - Maintain accountability for open repair orders, work in process, warranty receivables, parts receivables, policy adjustments, unapplied labor, and other fixed operations schedules. Service Operations and Shop Production - Establish consistent processes for appointment capacity, service write-up, estimating, customer authorization, dispatch, multipoint inspections, customer updates, quality control, and vehicle delivery. - Optimize technician utilization, skill mix, bay capacity, scheduling, and parts availability across customer-pay, warranty, internal, express service, and commercial work. - Improve shop throughput and first-time repair performance while reducing comebacks, avoidable delays, and aged repair orders. - Maintain controls for sublet work, loaner and rental vehicles, shuttle operations, customer vehicle handling, and after-hours drop-off and pickup. Parts, Wholesale, and Inventory Management - Lead retail, service-counter, internal, wholesale, and fleet-related parts operations. - Manage inventory investment, stocking strategies, first-time fill rate, gross and true turns, lost sales, emergency purchases, special orders, and obsolescence. - Oversee manufacturer purchasing programs, return allowances, cores, backorders, freight, and inventory reconciliation. - Establish effective cycle-count and physical-inventory procedures in coordination with Accounting. - Improve coordination between service departments, parts counters, warehouses, and delivery teams. - Grow wholesale and fleet parts business while maintaining disciplined pricing, account controls, delivery performance, and inventory accuracy. OEM Relations, Warranty, and Franchise Standards - Maintain productive relationships with manufacturer field representatives across Chevrolet, Kia, Mazda, Ford, Chrysler, Dodge, Ram, and Jeep. - Ensure each rooftop follows applicable OEM service standards, warranty policies, repair documentation requirements, recall and service campaign procedures, and training expectations. - Oversee warranty administration, including claim accuracy, timely submission, rejected claims, receivables, parts retention and returns, and audit readiness. - Identify recurring issues and implement corrective action to reduce avoidable chargebacks and claim denials. - Monitor OEM performance measures and training compliance by rooftop. - Coordinate warranty labor-rate and parts reimbursement reviews with executive leadership and appropriate support resources. Customer Experience, Service BDC, and Retention - Establish expectations for accurate estimates, appropriate service recommendations, proactive communication, timely completion, and professional complaint resolution. - Monitor Customer Satisfaction Index results, customer feedback, repair concerns, and retention trends. - Address underlying process failures rather than treating recurring complaints as isolated events. - Direct service BDC performance in partnership with store leadership, including appointment conversion, show rates, scheduling accuracy, declined-service follow-up, maintenance reminders, and customer reactivation. - Strengthen the transition from vehicle purchase to ongoing service relationships. Fleet Support, Reconditioning, and Scrubway Operations - Coordinate with fleet leadership to support commercial and government customers through dependable maintenance, repair scheduling, parts availability, and reduced vehicle downtime. - Partner with sales and used vehicle leadership to improve reconditioning cycle time, repair quality, internal repair costs, and frontline readiness. - Provide operational oversight for Scrubway Wash & Lube, including staffing, throughput, service quality, inventory and supply controls, equipment reliability, customer experience, and profitability. Systems, Facilities, Safety, and Growth - Drive consistent and accurate use of the DMS and related fixed operations technology. - Oversee repair order workflows, labor operations, dispatch settings, pricing controls, reporting, and employee training. - Partner with IT, Accounting, and vendors to resolve system issues and improve data integrity. - Evaluate equipment needs, special tools, vendor agreements, facility requirements, and capital requests. - Support new rooftops and expansion projects through staffing plans, equipment readiness, OEM requirements, and operating procedures. - Maintain effective safety, environmental, privacy, and asset-protection practices. - Ensure employees have the training and credentials appropriate to their duties, including applicable OEM, EV/high-voltage, and refrigerant-handling requirements. - For motor vehicle air-conditioning work, ensure technicians performing covered service hold the required Section 609 certification. Now Required Qualifications: "Minimum of seven years of progressive automotive fixed operations experience, including at least three years in a Fixed Operations Director, Regional Fixed Operations Manager, or equivalent leadership role with accountability for both service and parts across multiple franchised rooftops. Demonstrated multi-OEM management experience, with the ability to lead domestic and import franchises, navigate differing manufacturer requirements, and establish consistent operating standards across locations. A documented record of improving fixed operations profitability, fixed absorption, shop production, parts inventory performance, customer satisfaction, and retention. Candidates must be able to explain their results, the actions taken, and how improvements were sustained. Strong command of dealership financial statements, departmental P&Ls, budgeting, forecasting, labor pricing, parts inventory management, warranty administration, and