Fixed Operations Manager

EV Retail International; Sydney; On-site; AUD 170,000 - 210,000; Full time

Job summary

EV Retail International in Sydney is seeking a senior leader to own Fixed Operations, spanning Service, Parts, Workshop Operations and Customer Experience. You will build a high-performing operation that delivers outstanding customer experiences, strong financial performance, effective processes and long-term customer retention.

This role requires deep knowledge of automotive service and parts operations, a proven ability to manage budgets and KPIs, and a track record of developing

Qualifications

• Previous experience in a Fixed Operations Manager or senior Aftersales role.
• Strong knowledge of automotive Service, Parts and Workshop operations.
• Proven track record in managing budgets, forecasts and KPIs.

Responsibilities

• Lead the day-to-day performance of Service, Parts and Workshop operations
• Drive revenue, gross profit, productivity and profitability
• Develop and manage departmental budgets, forecasts and performance targets
• Monitor and improve key Fixed Operations KPIs, including labour utilisation, productivity and customer retention
• Build a strong service culture focused on delivering an exceptional end-to-end customer experience
• Lead, coach and develop Service Advisors, Technicians, Parts and support teams
• Ensure appropriate staffing, workflow and capacity to meet business requirements
• Improve workshop processes, vehicle throughput and repair turnaround times
• Develop strategies to grow customer-pay service, parts and accessory revenue
• Maximise customer retention and repeat servicing opportunities

Skills

Leadership

Operations management

Service & Parts operations

Stakeholder management

Revolution system knowledge

Tools

Revolution

Job description

Reporting to senior management, you will take ownership of the performance and development of our Fixed Operations functions, with responsibility across Service, Parts, Workshop Operations and Customer Experience. This is a senior leadership position for an individual who understands that exceptional Fixed Operations is about more than running an efficient workshop. You will be responsible for building a high-performing operation that delivers outstanding customer experiences, strong financial performance, effective processes and long-term customer retention.

Key responsibilities

• Lead the day-to-day performance of Service, Parts and Workshop operations
• Drive revenue, gross profit, productivity and overall departmental profitability
• Develop and manage departmental budgets, forecasts and performance targets
• Monitor and improve key Fixed Operations KPIs, including labour utilisation, productivity, efficiency, parts performance and customer retention
• Build a strong service culture focused on delivering an exceptional end-to-end customer experience
• Lead, coach and develop Service Advisors, Technicians, Parts and support teams
• Ensure appropriate staffing, workflow and capacity to meet business requirements
• Improve workshop processes, vehicle throughput and repair turnaround times
• Develop strategies to grow customer-pay service, parts and accessory revenue
• Maximise customer retention and repeat servicing opportunities

About you

• Previous experience in a Fixed Operations Manager, Service Manager, Aftersales Manager or similar senior automotive role
• Strong knowledge of automotive Service, Parts and Workshop operations
• Demonstrated experience managing departmental financial performance and KPIs
• Strong commercial acumen and an understanding of dealership profitability
• Proven ability to lead, motivate and develop high-performing teams
• A strong customer-first mindset and focus on retention
• Excellent communication and stakeholder management skills
• Strong organisational and problem-solving capability
• Strong systems capability, with an understanding of dealership management systems; experience with Revolution would be highly advantageous
• Experience working with manufacturer standards, warranty processes and dealership processes