Fixed Operations Manager

TW Honda Powersports, Indianapolis•Indianapolis, IN

1d•Onsite

About The Position

Tom Wood Honda Powersports Indianapolis is seeking a driven and customer-focused Fixed Operations Manager to lead and grow our service, parts, and customer experience operations. This leadership role is responsible for overseeing the daily performance of the Fixed Operations department, ensuring exceptional customer satisfaction, operational efficiency, profitability, and team development. The ideal candidate is a proven leader with a passion for powersports, a commitment to continuous improvement, and the ability to build high-performing teams that consistently deliver outstanding results.

Requirements

Passing a background check
Passing a motor vehicle record review
Passing a social security verification
Passing a drug screening

Nice To Haves

Passion for powersports

Responsibilities

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.
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.
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.
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.
Manage the financial performance of both departments.