Regional Manager of Fixed Operations

Job DetailsJob Location: Forest Park - Atlanta, GA 30297Fixed Operations Regional Manager

Mission

To lead the industry in consistently meeting or exceeding our customers’ expectations in the pursuit of profitable growth.

Values

• To protect our integrity first
• To promote ingenuity and challenge everything
• To develop people
• To pursue excellence

The Company

Vanguard Truck Centers owns and operates full-service commercial truck centers throughout the United States. Our unique footprint allows us to provide a diverse range of products and services across multiple industries and markets.

SUMMARY

The Fixed Operations Regional Manager provides strategic and operational leadership for the Service and Parts departments across multiple dealership locations within an assigned region. This position is responsible for driving profitable growth, operational consistency, customer satisfaction, employee development, inventory management, productivity, and financial performance throughout the region.

The Fixed Operations Regional Manager partners closely with General Managers, Branch Managers, Service Managers, Parts Managers, and senior leadership to establish performance expectations, identify opportunities for improvement, and implement processes that maximize departmental profitability and customer experience.

This position serves as a leader, coach, and resource to dealership management teams while ensuring Fixed Operations departments operate consistently with Vanguard Truck Centers' Mission, Values, policies, and manufacturer requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Other duties may be assigned.

Regional Leadership & Operations

• Provide leadership and oversight of Service and Parts operations across all assigned dealership locations.
• Partner with General Managers, Branch Managers, Service Managers, and Parts Managers to establish regional goals, objectives, and performance expectations.
• Conduct regular dealership visits to evaluate Fixed Operations performance, processes, staffing, facilities, customer experience, and opportunities for improvement.
• Establish and promote consistent operational processes and best practices across the region.
• Identify underperforming departments or locations and develop measurable action plans to improve results.
• Ensure appropriate staffing levels are maintained based on business volume, productivity requirements, and anticipated growth.
• Promote strong communication, cooperation, and teamwork between Service, Parts, Sales, and other dealership departments.
• Lead regular Fixed Operations performance reviews with dealership management.
• Attend regional, dealership, and management meetings as required.

Financial Performance

• Develop, manage, and monitor Service and Parts budgets, forecasts, and financial objectives for assigned locations.
• Review departmental financial statements and key performance indicators to identify trends, opportunities, and areas requiring corrective action.
• Drive profitable growth through improved labor utilization, technician productivity, parts sales, gross profit performance, expense management, and operational efficiency.
• Monitor Service labor sales, effective labor rates, technician productivity and efficiency, unapplied time, and other key Service performance measurements.
• Monitor Parts sales, gross margins, inventory levels, turns, obsolescence, fill rates, and other key Parts performance measurements.
• Ensure proper financial controls related to Parts invoicing, Accounts Receivable, cash handling, reconciliation, and dealership accounting procedures.
• Investigate significant budget or performance discrepancies and partner with dealership management to implement corrective actions.
• Ensure timely and accurate information flow between Fixed Operations departments and Accounting.

Service Operations

• Monitor Service department performance to ensure available technician time is effectively sold and utilized.
• Review technician productivity, efficiency, labor utilization, payroll, and departmental performance reports.
• Work with Service Managers to maintain high-quality repairs, minimize comebacks, and improve shop efficiency.
• Ensure appropriate processes exist for quality-control inspections and periodic reviews of completed repairs.
• Monitor customer repair cycle times and promote processes consistent with Certified Uptime standards.
• Ensure proper scheduling and workflow practices are utilized to maximize shop capacity.
• Review Service pricing strategies, labor rates, maintenance menus, and frequently performed operations.
• Ensure Service departments maintain appropriate tooling and equipment that is safe, operational, and capable of supporting current and future products.
• Partner with Service and Parts leadership to address critical parts availability affecting customer repairs and technician productivity.

Parts Operations

• Provide oversight of Parts inventory management, stocking levels, purchasing practices, inventory accuracy, and obsolescence.
• Work with Parts Managers to establish appropriate inventory levels based on customer demand, Service department requirements, and market conditions.
• Monitor inventory aging and develop strategies to reduce obsolete and excess inventory.
• Review Parts department sales, margins, inventory turns, fill rates, lost sales, and other key performance indicators.
• Ensure appropriate controls are maintained for Parts invoicing, Accounts Receivable, cash handling, inventory adjustments, and documentation.
• Promote strong cooperation between Parts and Service departments to maximize technician productivity and customer uptime.
• Identify regional opportunities to improve inventory utilization and Parts availability across dealership locations.

Customer Experience

• Establish and maintain strong relationships with key customers throughout the region.
• Participate in customer visits and meetings as needed to strengthen dealership relationships and resolve significant concerns.
• Ensure Service and Parts departments provide customers with timely, professional, and consistent communication.
• Monitor customer satisfaction results, surveys, and Customer Experience Management platforms.
• Work with dealership management to immediately address significant customer concerns and implement corrective actions when necessary.
• Promote customer retention, repeat business, and referral opportunities throughout the region.
• Serve as an escalation point for significant Fixed Operations customer concerns when appropriate.

People Development & Performance Management

• Coach and develop Service Managers, Parts Managers, and other Fixed Operations leaders throughout the region.
• Assist dealership leadership with recruiting, interviewing, hiring, and developing Fixed Operations management and key personnel.
• Regularly evaluate management strengths, performance gaps, and development opportunities.
• Develop clearly defined training paths and action plans for Fixed Operations leaders and employees.
• Ensure employee training requirements are identified, tracked, and completed.
• Promote manufacturer, technical, leadership, and job-specific training opportunities.
• Assist dealership managers with employee performance management, counseling, attendance, and disciplinary processes when necessary.
• Identify and develop high-potential employees for future leadership opportunities.
• Promote a culture of accountability, teamwork, employee engagement, and continuous improvement.

Compliance, Safety & Manufacturer Relations

• Ensure Fixed Operations departments comply with applicable federal, state, and local regulations, including OSHA, hazardous waste disposal, CSA, Right-to-Know, and other applicable requirements.
• Ensure compliance with manufacturer warranty policies, procedures, documentation, and operational standards.
• Monitor dealership safety practices and ensure safety concerns are identified and addressed promptly.
• Support dealership leadership in maintaining regular safety meetings and appropriate documentation.
• Serve as a regional liaison with manufacturer and factory representatives when appropriate.
• Ensure dealership facilities, Service areas, Parts departments, customer areas, grounds, and equipment are maintained in a professional and safe condition.
• Report significant facility or operational concerns to appropriate leadership and assist in developing corrective action plans.

SUPERVISORY RESPONSIBILITIES

The Fixed Operations Regional Manager provides leadership, coaching, and operational oversight to Service and Parts leadership across assigned dealership locations.

Responsibilities include:

• Establishing clear performance expectations and accountability.
• Evaluating departmental and management performance.
• Coaching Fixed Operations leaders to improve operational and financial results.
• Supporting succession planning and leadership development.
• Assisting with performance evaluations and development plans for Fixed Operations management.
• Partnering with General Managers, Branch Managers, and senior leadership on staffing, organizational structure, and personnel decisions.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

BENEFITS

• Competitive salary
• 401k with employer match (after 3 months of employment)
• Medical, dental, and vision insurance
• Employer paid STD and Basic life
• Optional life and LTD
• Flexible Spending Account
• PTO – Paid Time Off program
• Career Advancement Opportunities
• Background screening is a mandatory pre-requisite for employment consideration.

Vanguard Truck Centers afford equal employment opportunity to all qualified employees and applicants for employment and will prohibit discrimination because of race, color, sex, religion, nation of origin, age, handicap or veteran status.