Cadillac of Norwood is a top performing General Motors franchise dealer looking for an experienced and professional Fixed Operations Director to lead and oversee our growing Parts and Service departments. Key areas of focus include Customer Experience Management, Customer Satisfaction and Retention (CSI), budget management, compliance, inventory controls, program management, team building, training and warranty administration. This position reports directly to the dealer principals.

The Fixed Operations Director’s responsibilities include but are not limited to working with Service, Parts, General Managers and other related dealership personnel to improve and maximize departmental performance in key areas such as:

-          Customer Experience Management

-          Customer Satisfaction and Retention (CSI)

-          Cross Functional Execution and Support

-          GM Dealer Compliance

-          Gross and Net profit margins

-          Operational Efficiency and Procedures

-          Inventory and Program management

-          Parts and Service marketing

-          Sales and Service menus

-          Metrics and Reporting

-          Safety and Security

Must possess a deep understanding of shop flow, electronic dispatching and time management systems such as ADP or Reynolds and Reynolds. Must be able to develop reporting and analysis to review and share with management on key areas of dealership operations and departmental performance.

Key Duties:

The Fixed Operations Director is responsible for all dealer operations within the Service and Parts Departments including hiring and managing of all Technicians, Counter Sales, Customer Service, Service Advisors and Managers.

• Hire, train, motivate, mentor and monitor the performance of Service and Parts department staff.
• Determine and monitor staffing levels, compensation levels, and department performance goals.
• Monitor technicians’ daily productivity reports and corresponding payroll records.
• Direct and schedule activities of all Service and Parts department employees.
• Hold weekly department meetings, plus one on one mentoring when needed.
• Meet with Dealer Principals weekly to review Service and Parts department performance.
• Facilitate, conduct, or send employees to appropriate training as needed.
• Conduct periodic spot checks of completed jobs for thoroughness and quality.
• Maintain the highest possible standards of service and workmanship.
• Monitor and control department performance via reports, tracking systems, and surveys.
• Ensure that all shop equipment is in proper and safe working condition.
• Serve as a liaison with factory and vendor representatives as needed
• Understand and enforce all manufacturer’s warranty policies and procedures.
• Understand, maintain and comply with all Federal, State, and local regulations that affect
  Service and Parts operations, such as waste disposal, OSHA Right to Know, etc.
• Plan and execute ongoing Service and Parts advertising programs in conjunction with GM, general management and dealer principals.
• Ensure customer delight and satisfaction. Proactively engage, manage and resolve all customer issues as needed.

10+ years of experience as a Service and Parts Director or Fixed Operations Director

ADP or Reynolds & Reynolds experience and computer proficiency required

Professional Appearance, GM Experience, Training and ASE Certifications required

Ability to maintain profitability while delivering excellent customer satisfaction

In depth understanding of federal and state regulations related to parts and service operations

Extensive knowledge of Inventory Controls and Warranty Procedures

Excellent Oral and Written Communication skills

Excellent Leadership, Management, Organizational and Team Building skills

High integrity, Positive Attitude and Strong Work Ethic required

Willingness To Learn, Team Player, Receptive To New Ideas

Hands On Problem Solver, Detail Oriented, Quality Focus,

Product Knowledge, Customer Service, Safety Management

Equal Opportunity Employer & Drug Free Work Place. Applicants must be 18 years or older and be authorized to work in the US. All applicants must have a valid MA driver’s license. Drug screening and background checks will be performed.