Job Description

Description

Dealership: L0179 Lithia Toyota Scion of Grand Forks

Grand Forks Toyota of Grand Forks

The Fixed Operations Manager manages the activities of all Service and Parts related staff ensuring exceptional customer service and the attainment of Lithia's performance targets.  This individual is responsible for the hiring, training and development of all related personnel.  The Operations Manager serves as the liaison between the store and Lithia Home Offices Fixed Operations, ensuring compliance to all company policies and procedures.     

The Fixed Operations Manager reports to the General Manager for day-to-day issues but receives operational direction from the Regional Manager/Lithia Home Office.

Responsibilities

Service Staff Recruiting, Training and Development
Staff Service and Parts departments in order to optimize customer opportunities and productivity. 
Train Service Advisors daily using role-play, evaluation checklists and quizzes to ensure they are well versed in the service process.
Ensure technical staff is properly trained and have the breadth of experience necessary to cover customer needs.
Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying development needs, coaching and mentoring.
Customer Engagement
Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner.
Inspect repair orders daily for legibility, accuracy and legality.
Ensure that all manufacturer policies and procedures are followed.
Manage the administration, tracking and follow-up required to stay current on warranty, receivables and service contracts.
Read, understand and take action on MIS to generate maximum revenue and control expenses.
Inspect and maintain the cleanliness, organization and appearance of all Service and Parts areas in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees. 
Administrative Functions
Hold daily and monthly Service and Parts staff meetings, as required, covering key information.
Serve as liaison between the store and Lithia Home Offices Fixed Operations.  Receive, communicate and hold Service and Parts staff accountable to policy and procedure requirements and updates.
Complete Service and Parts department reporting and month-end procedures on time.
Other administrative duties as required

Skills and Qualifications

Strong attention to detail
Sense of urgency
Excellent communication

Competencies

Does the right thing, takes action and adapts to change
Self-motivates, believes in accountability, focuses on results, makes plans and follows through
Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
Thrives on a team, stays positive, lives our values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

Up to 2/3 of time: standing, walking, lifting up to 50 pounds
Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing
Up to 1/3 of time: transport or place up to 50 pounds