Director | Fixed Operations - Corporate

Overview: The Director of Fixed Operations, will be responsible for the oversight and management of the Service, Parts, and Warranty departments within the organization.   The ideal candidate will have extensive knowledge in fixed RV operations, parts, and warranty administration.  Additionally, expertise in business process optimization, people development, engagement, policy and instructional design, new program development, and operational training is essential for success in this role.

Reports To :  SVP Dealer Operations (Primary)

Responsibilities:

Service Department Management:

Management of all service departments throughout the organization to ensure profitability and efficiency. Ensuring high levels of customer satisfaction by maintaining quality standards in service delivery. Implementing and monitoring service processes to increase productivity and efficiency. Managing Area Managers, Service advisors, technicians, and support staff, including hiring, training, and performance evaluations.

Parts Department Management:

Supervising the parts department to ensure the availability of necessary parts and accessories. Coordinating with suppliers and manufacturers to manage inventory levels and orders. Implementing inventory control measures to minimize costs and maximize profitability. Ensuring the timely and accurate fulfillment of parts requests for service repairs and customer sales.

Warranty Administration:

Overseeing the administration of warranty claims to ensure compliance with manufacturer guidelines. Management of the Warranty managers and administrators ensuring claims are submitted and collected in a timely manner. Coordinating with service advisors and technicians to ensure accurate documentation and reporting of warranty-related issues. Handling customer inquiries and resolving warranty-related disputes to maintain customer satisfaction. Oversee all A/R Management for all dealerships, including monthly reconciliation. 

Financial Management:

Developing and managing budgets for the service, parts, and warranty departments. Analyzing financial reports and key performance indicators (KPIs) to identify areas for improvement. Implementing strategies to increase revenue and control expenses in each department.

Customer Relations:

Ensuring exceptional customer service by addressing customer concerns and complaints promptly and effectively. Implementing customer feedback systems to continually improve service quality. Building and maintaining strong relationships with customers to drive repeat business and referrals.

Staff Development:

Providing ongoing training and development opportunities for service, parts, and warranty staff. Encouraging a culture of continuous improvement and teamwork within the departments. Setting performance goals and conducting regular performance reviews to ensure staff meet or exceed expectations.

Compliance and Safety:

Ensuring the operation departments comply with relevant laws, regulations, and company policies. Maintaining a safe working environment by enforcing safety protocols and conducting regular safety inspections.

Project Management & Implementations:                                                                                                                                                         

Oversee the planning, execution, and implementation of operational strategies, ensuring they are completed on time, within budget, and meet quality standards. This includes the creation and training of all programs, interacting with corporate partners on enterprise projects, providing project status updates, etc.

By effectively managing these areas, the Corporate Fixed Operations Director will ensure the dealership operates smoothly, efficiently, and profitably while maintaining high levels of customer satisfaction.