Parts & Service Director Reports To: Dealer Principal / President / Chief Operating Officer Department: Fixed Operations Location: Multi-Store Automotive Group (3 Dealerships) Position Summary The Parts & Service Director is responsible for the leadership, profitability, growth, and operational performance of the Parts, Service, and Quick Service departments across a three-store automotive dealership group. This position requires at least 5 years of automotive service and/or parts experience, and develops and executes strategies to maximize customer satisfaction, employee performance, operational efficiency, and financial results while ensuring compliance with manufacturer standards and company policies. The Parts & Service Director serves as the senior fixed operations leader and works closely with General Managers, Service Managers, Parts Managers, and the executive team to achieve group-wide objectives. Essential Duties and Responsibilities Financial Management • Drive profitability and growth of the Parts and Service departments across all locations. • Develop annual budgets, forecasts, and operating plans for fixed operations. • Monitor and analyze key performance indicators (KPIs), including: • Gross profit • Net profit • Labor sales and gross profit • Effective labor rate (ELR) • Customer pay penetration • Technician productivity, proficiency, and efficiency • Parts inventory turns • Obsolescence • Warranty performance • Service absorption • Customer retention • Review financial statements and identify opportunities for improvement. • Implement strategies to improve service absorption and fixed operations profitability. Leadership & Team Development • Recruit, train, mentor, and develop Service Managers, Parts Managers, Advisors, Technicians, and support staff. • Establish performance expectations and accountability measures. • Conduct regular performance reviews and coaching sessions. • Create succession plans for key fixed operations positions. • Foster a culture focused on teamwork, accountability, customer satisfaction, and continuous improvement. Service Operations • Ensure consistent execution of service processes across all locations. • Improve customer retention and repair order growth. • Monitor shop productivity, workflow, technician utilization, and capacity planning. • Lead initiatives to improve Fix It Right the First Time (FIRFT) performance. • Oversee warranty administration and compliance. • Ensure service departments meet or exceed manufacturer standards and customer satisfaction goals. Parts Operations • Oversee inventory management, purchasing, stocking levels, and parts availability. • Monitor and reduce obsolete inventory. • Improve inventory turns and return on investment. • Ensure accurate inventory controls and cycle count procedures. • Develop wholesale and retail parts growth strategies. • Standardize parts department processes across all locations. Customer Experience • Ensure exceptional customer service standards are maintained. • Monitor CSI and customer feedback metrics. • Resolve escalated customer concerns promptly and professionally. • Develop initiatives that improve customer loyalty and retention. Process Improvement • Standardize best practices across all stores. • Identify operational inefficiencies and implement corrective action plans. • Utilize technology and reporting tools to improve performance. • Lead continuous improvement initiatives focused on profitability, efficiency, and customer satisfaction. Compliance & Safety • Ensure compliance with all manufacturer requirements. • Maintain adherence to federal, state, and local regulations. • Promote and enforce workplace safety standards. • Ensure environmental compliance and proper handling of hazardous materials. Qualifications Education & Experience • Minimum 5 years of automotive fixed operations management experience. • Multi-store management experience preferred. • Proven track record of increasing fixed operations profitability. • Strong understanding of dealership financial statements. • Experience with manufacturer programs and performance standards. • Knowledge of parts inventory management and service department operations. Skills & Abilities • Strong leadership and team-building skills. • Excellent communication and interpersonal abilities. • Financial analysis and budgeting expertise. • Ability to interpret and utilize dealership performance reports. • Strong organizational and problem-solving skills. • Proficiency with dealership management systems (DMS), reporting tools, and Microsoft Office applications. Key Performance Indicators (KPIs) The Parts & Service Director will be evaluated on: • Fixed Operations Net Profit • Service Absorption • Customer Pay Labor Sales Growth • Effective Labor Rate (ELR) • Technician Productivity, Proficiency, and Efficiency • Customer Satisfaction Index (CSI) • Fix It Right the First Time (FIRFT) • Warranty Performance • Parts Gross Profit • Inventory Turns • Obsolescence Levels • Employee Retention • Customer Retention Compensation • Competitive Base Salary • Performance Bonus Program • Company Vehicle Allowance (if applicable) • Health, Dental, Vision Insurance • 401(k) with Company Match • Paid Time Off • Professional Development Opportunities Expected Leadership Traits • Ownership mentality • Results-driven mindset • High integrity and accountability • Strong coach and mentor • Strategic thinker • Customer-focused leader • Collaborative team builder This position is responsible for the overall success of the fixed operations departments and plays a critical role in maximizing profitability, customer retention, and operational excellence across all three dealerships.