Fixed Operations Manager - Multi-location RV Dealership (two stores)

Description

The Fixed Operations Manager is responsible for the overall performance, profitability, efficiency, and customer experience of the dealership’s Service, Parts, and Warranty operations.

This is a senior leadership position responsible for building a productive team, improving departmental processes, controlling expenses, increasing gross profit, and ensuring customers receive timely, professional service throughout their ownership experience.

The Fixed Operations Manager works closely with the General Manager and Sales Management to ensure all departments operate as one team and that commitments made to customers are communicated and executed effectively.

Requirements

Service Department Leadership

• Oversee the daily operations and financial performance of the Service Department.
• Manage and support the Service Manager, Service Advisors, Technicians, Detail/Prep personnel, and other service-related employees.
• Establish and monitor technician productivity, efficiency, proficiency, and billed-hour performance.
• Monitor repair order volume, labor sales, effective labor rate, gross profit, and work-in-process.
• Maintain appropriate technician staffing levels based on current and anticipated workload.
• Develop processes that improve shop capacity and reduce unnecessary delays.
• Ensure repair orders are properly documented, authorized, completed, and closed in a timely manner.
• Monitor appointment scheduling and shop loading to maximize available technician hours.
• Reduce excessive cycle time and improve the time from customer drop-off to completed repair.
• Ensure customer communication occurs consistently throughout the repair process.
• Establish procedures for prioritizing emergency repairs, sold-unit work, internal work, warranty repairs, and customer-pay work.

Parts Department Leadership

• Oversee the performance and profitability of the Parts Department.
• Maintain appropriate inventory levels while controlling obsolete and slow-moving inventory.
• Monitor parts gross profit, inventory turns, fill rates, special orders, and aged inventory.
• Ensure technicians receive parts efficiently to minimize lost productive time.
• Establish procedures for ordering, receiving, stocking, and controlling parts inventory.
• Monitor pricing and margins to ensure competitive pricing while protecting dealership profitability.
• Develop accessory and aftermarket sales opportunities with both Service and Sales.

Warranty Management

• Oversee manufacturer and extended-service-contract warranty processes.
• Ensure warranty claims are properly documented, submitted promptly, and followed through to payment.
• Monitor outstanding warranty receivables and aging.
• Identify recurring warranty problems or manufacturer-related delays and work toward resolution.
• Ensure technicians and advisors properly document diagnostic procedures, labor performed, parts used, and necessary authorization.
• Maintain productive relationships with RV manufacturers, suppliers, and warranty administrators.

Financial & Operational Management

The Fixed Operations Manager is accountable for achieving dealership-established financial and operational objectives.

Responsibilities include monitoring:

• Service labor sales and gross profit
• Parts sales and gross profit
• Fixed Operations total gross profit
• Technician productivity and efficiency
• Effective labor rate
• Labor hours available versus hours sold
• Repair order count and average repair order
• Work-in-process aging
• Warranty receivables and aging
• Parts inventory levels and turns
• Obsolete and aged parts inventory
• Department payroll and personnel expenses
• Policy adjustments, discounts, and goodwill expenses
• Customer satisfaction and online reviews
• Comebacks and repeat repairs

The Fixed Operations Manager will review departmental financial statements regularly, identify unfavorable trends, and implement corrective action when necessary.

Customer Experience

• Establish a culture in which customer communication and follow-through are priorities.
• Ensure customers receive realistic expectations regarding repair timelines, parts availability, and costs.
• Assist with escalated customer concerns and work toward reasonable solutions that protect both the customer relationship and the dealership.
• Monitor customer feedback and identify recurring problems that require operational changes.
• Reduce avoidable customer complaints caused by poor communication, missed commitments, or incomplete repairs.
• Promote long-term customer relationships that encourage repeat service and future RV purchases.

Leadership & Employee Development

• Recruit, train, coach, and retain qualified Fixed Operations employees.
• Establish clear expectations and measurable performance standards for managers and employees.
• Conduct regular performance reviews and departmental meetings.
• Develop technicians through continuing education, manufacturer training, and RVTI certification.
• Hold employees accountable while maintaining a positive, professional, team-oriented work environment.
• Encourage cooperation between Service, Parts, Sales, Accounting, and Management.

Sales Department Support

Fixed Operations plays an important role in the dealership's overall sales process.

The Fixed Operations Manager will:

• Ensure sold units are inspected, prepared, and ready for scheduled deliveries.
• Coordinate PDI and delivery schedules with Sales Management.
• Establish realistic expectations regarding accessory installations and required repairs.
• Support customer orientation and delivery processes.
• Work with Sales to identify opportunities for accessories, upgrades, service agreements, and other products.
• Ensure internal repair orders are properly documented and accounted for.
• Help prevent communication breakdowns between Sales and Service that negatively affect the customer experience.

Process Improvement

• Continuously evaluate departmental procedures for opportunities to improve efficiency and profitability.
• Develop standardized processes rather than relying solely on individual employee practices.
• Utilize dealership management systems, scheduling tools, reporting, and technology to improve departmental performance.
• Identify bottlenecks affecting technician productivity and repair cycle time.
• Develop procedures for managing seasonal fluctuations in service demand.
• Recommend equipment, technology, staffing, or facility improvements when a reasonable return on investment can be demonstrated.

Safety & Compliance

• Maintain a clean, organized, and safe working environment.
• Ensure compliance with OSHA requirements and applicable federal, state, and local regulations.
• Ensure employees follow dealership safety policies and proper procedures when operating or moving customer RVs.
• Maintain appropriate controls for customer property, dealership property, keys, parts, tools, and equipment.
• Ensure proper handling and disposal of hazardous materials.

Qualifications

Preferred qualifications include:

• Management experience in RV, automotive, marine, powersports, or a similar service operation.
• Strong understanding of service department operations and technician productivity.
• Experience managing Parts and/or Warranty operations.
• Ability to read and manage departmental financial statements.
• Strong leadership and employee-development skills.
• Excellent customer communication and conflict-resolution abilities.
• Strong organizational and problem-solving skills.
• Experience with dealership management systems and service scheduling software.
• Working knowledge of RV systems and repair processes is strongly preferred.
• RVTI training or certification is beneficial.

Key Performance Indicators

Performance should be evaluated using measurable results, including:

• Fixed Operations gross profit
• Service gross profit percentage
• Parts gross profit percentage
• Technician efficiency and productivity
• Labor hours sold
• Effective labor rate
• Repair cycle time
• Work-in-process aging
• Warranty receivable aging
• Parts inventory turns
• Obsolete inventory
• Customer satisfaction
• Online review performance
• Repair comeback rate
• Employee retention
• Departmental payroll as a percentage of gross profit

Management Expectations

The Fixed Operations Manager is expected to manage the business, not simply manage daily problems.

Success in this position requires understanding what is happening in each department, identifying the underlying cause of problems, establishing measurable expectations, and holding the team accountable for results.

The ultimate objective is to build a Fixed Operations department that is profitable, efficient, organized, customer-focused, and capable of supporting the long-term growth and reputation of the dealership.