POSITION OVERVIEW
The Fixed Operation Manager holds a critical leadership role, driving service operations to achieve exceptional customer satisfaction while leading teams to deliver efficient, high-quality services. This position requires a strategic balance of customer focus, team performance, and business objectives, leveraging strong problem-solving, planning, and leadership skills to ensure operational excellence of both parts and service departments.
REPORTING RELATIONSHIP
The Fixed Operations Manager reports to the Operations Manager
KEY RESPONSIBILITIES
- Customer Service Excellence:
Ensure outstanding customer experiences by promptly resolving complaints, fostering long-term relationships, and guaranteeing timely service delivery. Continuously monitor customer feedback to enhance service quality and satisfaction.
- Team Leadership and Development:
Recruit, train, mentor, and evaluate service team members to uphold performance standards. Provide constructive feedback, manage disciplinary actions, and cultivate a collaborative, positive work environment to support team growth.
Direct and streamline daily operations, including technician task organization, scheduling internal deliveries, and prioritizing retail customer jobs. Oversee unit repairs and facility maintenance to ensure operational efficiency and high standards.
- Manufacturer and Warranty Coordination:
Collaborate with manufacturers and customers to efficiently manage warranty work. Coordinate with third-party shops to ensure timely and accurate completion of service tasks.
- Performance Tracking and Goal Setting:
Monitor key performance indicators (KPIs) such as technician proficiency, response times, and profitability. Use data insights to establish weekly performance goals for technicians, driving continuous improvement.
- Invoicing and Administrative Duties:
Ensure timely closure of invoices and verify technician hours align with job requirements. Maintain an accurate service scheduler and manage customer bookings to optimize workflow.
- Interdepartmental Collaboration:
Ensure availability of required parts for service jobs. Partner with the Sales Department to streamline customer transactions, ensuring a seamless end-to-end experience.
EXPECTED PERFORMANCE OUTCOMES
- Maintain an impeccably clean and organized facility.
- Drive consistent growth in service shop operations.
- Sustain and enhance customer satisfaction.
- Ensure seamless coordination with sales and parts departments for smooth workflow.
- Optimize organization of incoming service work and technician assignments.
- Foster a thriving team environment where all members excel in their roles.
Job Type: Full-time
Pay: $95,000.00-$120,000.00 per year
Benefits:
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Store discount
Work Location: In person
