Fixed Operations Manager

Tom Wood Group; Indianapolis (IN); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Paid Time Off

Vacation

Medical Coverage

Dental Coverage

Vision Coverage

401(k) with Company Match

Life Insurance

Career Development

Tuition Reimbursement

Job summary

Tom Wood Group seeks a Fixed Operations Manager to lead the Service and Parts departments, ensuring performance, productivity, and exceptional customer care. This role drives profitability while coordinating with Sales and Administration and upholding company values.

The position covers service operations, parts management, and customer experience with emphasis on process improvement, staffing, and cross-department collaboration. Strong leadership required.

Responsibilities

• Establish clear performance expectations and accountability standards for Fixed Operations employees.
• Coach, develop, cross-train, and evaluate employees through regular performance conversations.
• Promote teamwork between Service, Parts, Sales, and Administration.
• Lead by example in professionalism, urgency, customer care, and company values.
• Manage technician dispatching, workload, shop capacity, and workflow for productivity.
• Monitor technician performance, efficiency, and utilization.
• Ensure repair orders document customer concerns, recommendations, and completed repairs.
• Monitor WIP, aging, cycle times, and resolve workflow bottlenecks.
• Drive Service sales growth, retention initiatives, and customer-pay opportunities.
• Maintain a clean, safe, organized, and professional Service operation.
• Manage inventory levels, turnover, and profitability (Parts).
• Maintain inventory accuracy through cycle counts and audits.
• Oversee backorders and aged inventory reduction.
• Ensure parts are received, billed, transferred, issued, and returned.
• Monitor stocking effectiveness and lost sales opportunities.
• Ensure parts flow to technicians to minimize downtime.

Job description

LEADERSHIP & TEAM MANAGEMENT

The Fixed Operations Manager is responsible for the leadership of both the Service and Parts departments.

Responsibilities include:

• Establish clear performance expectations and accountability standards for all Fixed Operations employees.
• Coach, develop, cross-train, and evaluate employees through regular performance conversations.
• Recognize strong performance and address performance issues promptly and professionally.
• Maintain appropriate department staffing, scheduling, recruiting, onboarding, and training activities.
• Promote teamwork and collaboration between Service, Parts, Sales, and Administration.
• Lead by example in professionalism, urgency, customer care, and company values.

SERVICE DEPARTMENT MANAGEMENT

The Fixed Operations Manager is accountable for the overall operational and financial performance of the Service department.

Responsibilities include:

• Manage technician dispatching, workload, shop capacity, and workflow to maximize productivity and efficiency.
• Monitor technician performance, efficiency, proficiency, and utilization.
• Ensure repair orders accurately document customer concerns, recommendations, authorizations, and completed repairs.
• Monitor work-in-process, repair order aging, and cycle times while resolving workflow bottlenecks.
• Ensure customers receive proactive updates regarding repair status and completion timelines.
• Ensure maintenance recommendations, recalls, and stop-sale procedures are identified and properly addressed.
• Monitor warranty repairs, warranty receivables, and warranty compliance.
• Analyze comeback repairs and implement corrective actions to reduce repeat visits.
• Drive Service sales growth, retention initiatives, and customer-pay opportunities.
• Maintain a clean, safe, organized, and professional Service operation.

PARTS DEPARTMENT MANAGEMENT

The Fixed Operations Manager is accountable for the operational and financial performance of the Parts department.

Responsibilities include:

• Manage inventory levels, investment, turnover, and profitability.
• Maintain inventory accuracy through cycle counts, audits, and inventory controls.
• Oversee special-order parts, backorders, and aged inventory reduction efforts.
• Ensure parts are properly received, billed, transferred, issued, and returned when required.
• Monitor lost sales opportunities and inventory stocking effectiveness.
• Ensure technicians receive parts efficiently to minimize downtime and maximize shop productivity.
• Maintain accurate manufacturer, catalog, and pricing information.
• Manage warranty parts retention, returns, and compliance requirements.
• Maintain clean, organized, secure, and efficient parts storage areas.
• Support retail, internal, warranty, and Service-related parts sales objectives.

CUSTOMER EXPERIENCE

The Fixed Operations Manager owns the customer experience within Fixed Operations.

Expectations include:

• Ensure customers receive proactive, professional, and consistent communication throughout the repair process.
• Ensure repair statuses, estimates, recommendations, and commitments are clearly explained and documented.
• Address customer concerns promptly and effectively, including escalated situations.
• Ensure employees communicate professionally and follow through on commitments.
• Review customer feedback and implement continuous improvement initiatives to enhance customer satisfaction and retention.

The goal is not simply to complete the repair.

The goal is to create a customer experience that builds confidence, loyalty, and a long-term relationship with the dealership.

FINANCIAL ACCOUNTABILITY

The Fixed Operations Manager is responsible for managing the financial performance of both departments.

Compensation

Base Salary

Parts Dept. Commission - w/ bonus potential (goal based)

Service Dept. Commission - w/ bonus potential (goal based)

Why Work Here?

At Tom Wood Group, you’re more than an employee—you’re a part of a family-owned company that has been serving communities for over 50 years. We believe in investing in our people through training, career development, and advancement opportunities. Our team thrives on collaboration, integrity, and a sincere desire to help others, and we’re passionate about creating an environment where you can grow both personally and professionally.

What Makes Us Different?

• A company built on core values: Humbly Confident, Passionately Driven, Sincere Desire to Help Others, and Uncompromising Integrity
• Opportunities to advance across multiple industries and locations
• A culture that values your contributions and celebrates success
• Comprehensive benefits designed to support you and your family

What We Offer

• Paid Time Off & Vacation
• Paid Holidays
• Medical, Dental & Vision Coverage
• 401(k) with Company Match
• Life & Disability Insurance
• Professional Training & Career Development
• Tuition Reimbursement
• Service Awards
• Opportunities for Advancement

Our Core Values

Humbly Confident | Passionately Driven | Sincere Desire to Help Others | Uncompromising Integrity

Employment Requirements:

All offers are contingent upon passing a background check, motor vehicle record review, social security verification, and drug screening. Tom Wood Group is an Equal Opportunity Employer.