Fixed Operations Field Specialist

Fixed Operations Field Specialist

Overview

This role supports dealership service operations by identifying capacity constraints, improving workflow efficiency, and enhancing the overall customer experience. The position focuses on evaluating fixed operations performance and implementing Express Service models to increase throughput, optimize labor utilization, and drive revenue growth.

This is a field-based role that combines operational consulting, performance analysis, and hands-on coaching to ensure sustainable improvements across service departments.

Key Responsibilities

Operational Assessment & Opportunity Identification

• Conduct in-depth evaluations of dealership service operations, including:
• Service capacity and bay utilization
• Technician skill mix and labor distribution
• Appointment scheduling and walk-in processes
• Repair timelines and customer wait times
• Identify opportunities to implement Express Service models to:
• Shift maintenance and light repair work from main shop to dedicated lanes
• Increase overall shop throughput and efficiency
• Improve customer satisfaction through reduced wait times
• Present findings and recommendations to dealership leadership

Express Service Implementation

• Lead the design and launch of Express Service operations, including:
• Workflow development and lane/bay configuration
• Staffing structure and role alignment
• Service menu development and labor operation utilization
• Ensure necessary tools, systems, and materials are in place prior to launch
• Partner with leadership to establish performance targets and success metrics

Coaching & Sustainment

• Provide on-site coaching to service advisors, consultants, and technicians on:
• Customer engagement and service intake processes
• Vehicle inspections and service recommendations
• Sales techniques for maintenance services and related offerings
• Reinforce standardized service processes from intake through delivery and follow-up
• Share best practices across locations to drive continuous improvement

Performance Management

• Monitor and review key performance indicators, including:
• Repair order (RO) volume and throughput
• Bay utilization and technician efficiency
• Cycle times and overall service performance
• Provide ongoing feedback and coaching to ensure sustained operational improvements

Qualifications

Required

• 3-5 years of experience in automotive fixed operations (Express Service or Quick Lube strongly preferred)
• Proven ability to coach, train, and influence dealership personnel
• Strong analytical skills with experience interpreting KPIs and service data
• Excellent communication and presentation skills
• Highly organized and self-motivated with the ability to manage a travel-heavy schedule
• Proficiency with Microsoft Office Suite
• Valid driver's license with a clean driving record
• Reliable transportation and ability to operate within assigned territory
• Ability to travel up to 80% (including overnight travel)

Preferred

• Bachelor's Degree (or in progress)
• Experience in training, teaching, or coaching environments
• Strong public speaking and facilitation skills

Work Environment

• Field-based role supporting multiple dealership locations
• Frequent travel required across assigned territory
• Combination of office, dealership, and service shop environments

Equal Opportunity Employer

EOE (including Disability/Veterans)

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