Job Summary

A well-established and growing automotive dealership group is seeking an experienced and results-driven Fixed Operations Manager to lead and optimize its Service and Parts operations.

This is a confidential leadership opportunity for an accomplished automotive professional who understands that exceptional fixed operations require more than strong numbers — they require strong people, exceptional customer experiences, operational discipline, and continuous improvement.

Reporting directly to the Dealer Principal, the Fixed Operations Manager will have a significant role in shaping the performance and culture of the Service and Parts departments. The successful candidate will lead a team of Service Advisors, Technicians, Parts personnel, and support staff while identifying opportunities to improve profitability, productivity, customer retention, and overall departmental performance.

We are looking for a hands-on leader and team builder who can set clear expectations, develop people, solve problems, and turn opportunities into measurable results.

What You’ll Be Responsible For

Leadership & Operations

- Lead the day-to-day operations of the Service and Parts departments, including Service Advisors, Technicians, Parts personnel, and support staff.
- Establish explicit departmental goals, performance expectations, and SMART objectives aligned with dealership targets.
- Monitor departmental KPIs, sales, margins, productivity, efficiency, customer satisfaction, and profitability.
- Identify opportunities to increase service capacity, throughput, customer-pay ROs, parts sales, and overall departmental profitability.
- Analyze Repair Order performance and work mix to identify trends, opportunities, and areas for improvement.
- Maintain open Repair Orders below 10% monthly and implement processes to improve RO flow and departmental efficiency.
- Ensure PBS coding and op codes are accurate, valid, and maintained through regular system housekeeping.
- Develop and manage the annual operating budget while working toward or exceeding established targets.
- Stay current on new equipment, tools, technologies, and industry practices and make recommendations for investments where appropriate.

Customer Experience

- Champion a culture of exceptional customer service throughout the Service and Parts departments.
- Monitor customer satisfaction and implement strategies to improve CSI/NPS and customer retention.
- Personally assist with escalated customer concerns and complex issues, ensuring concerns are handled professionally and resolved appropriately.




- Develop strategies to strengthen long-term customer relationships and encourage repeat service business.
- Support marketing and promotional initiatives designed to increase service retention and attract new customers.

Parts & eCommerce Growth

- Oversee Parts department performance and identify opportunities to increase sales, gross profit, and productivity.
- Monitor and grow the dealership's Parts eCommerce business, reviewing weekly performance and identifying opportunities to increase online sales and profitability.
- Ensure inventory, processes, and departmental practices support efficient operations and strong customer service.

People Leadership & Development

- Recruit, train, coach, mentor, and develop Service Advisors, Technicians, Parts personnel, and other fixed operations team members.
- Build a high-performance culture based on accountability, teamwork, communication, and continuous improvement.
- Identify training opportunities and ensure employees have the tools and resources required to succeed.
- Work closely with vocational and technical schools to support recruitment and develop future talent.
- Monitor HR4 time and attendance processes and statistics to support accountability and operational efficiency.
- Foster strong morale and employee engagement while maintaining clear performance expectations.

Manufacturer & Warranty Compliance

- Ensure compliance with manufacturer warranty policies, procedures, and operational standards.
- Manage warranty claims and warranty policy adjustments, ensuring claims are accurately processed within required timelines.
- Maintain required reporting systems and ensure departmental reporting is accurate and submitted as required.
- Work toward and maintain Certification by achieving applicable KPIs, NPS, HPA training requirements, and other manufacturer criteria.
- Maintain effective relationships with manufacturer representatives and serve as a key liaison between the dealership and the manufacturer.
- Ensure all operations comply with applicable federal, provincial, municipal, Ministry of Labour, environmental, health and safety, and workplace regulations.

Cross-Department Collaboration

- Work closely with Sales, Accounting, Administration, and other dealership departments to ensure smooth and efficient operations.




- Maintain timely and professional communication with internal and external business contacts through email, phone, messaging, and in-person communication.
- Participate in company management meetings, eGroup meetings, and other leadership meetings as required.
- Facilitate regular Service and Parts department meetings to review performance, priorities, challenges, and opportunities.

What We’re Looking For

We are looking for a confident, energetic, and accountable automotive leader who can bring both strategic thinking and hands-on leadership to the role.

The ideal candidate will have:

- A proven track record of leadership within automotive fixed operations.
- Strong knowledge of Service and Parts department operations.
- Excellent understanding of automotive repair processes, products, and technical/mechanical operations.
- Strong business and financial acumen with the ability to understand departmental P&L;, KPIs, margins, and profitability.
- Exceptional customer service and relationship-building skills.
- Strong leadership, coaching, and employee development abilities.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Excellent attention to detail and follow-through.
- A results-oriented mindset with a strong sense of accountability.
- The ability to motivate and rally a team around common goals.
- The confidence to make decisions, address challenges, and hold teams accountable.
- A adaptable, solutions-oriented approach and the ability to adapt to change.
- The ability to manage escalated customer concerns and complex operational issues professionally.

Qualifications & Experience

- College Diploma or Trade School Certificate in Automotive Studies, Automotive Management, or an equivalent combination of education and experience.
- Minimum 3 years of experience as a Service Manager or Parts Manager.
- Strong automotive product knowledge.
- Solid technical/mechanical knowledge and understanding of automotive repair operations.
- Experience with dealership management systems; PBS experience is an asset.
- Experience working with manufacturer warranty programs and KPI requirements is an asset.

Pay: $90,000.00-$120,000.00 per year

Benefits:

- Dental care
- Extended health care
- Paid time off
- Vision care

Education:

- AEC / DEP or Skilled Trade Certificate (preferred)

Experience:

- Service Manager/Parts Manager: 3 years (required)
- Dealership Management Systems: 3 years (required)

Location:

- North York, ON (required)

Work Location: In person

📌 Fixed Operations Manager (North York)
🏢 Leading
📍 North York