Fixed Operations Manager

Steve Marshall Group • Campbell River, BC

4d • CA$80,000 - CA$125,000 • Onsite

About The Position

At Island Owl Mazda, we do things differently — with creativity, energy, and a genuine sense of fun that sets us apart. We’ve built a loyal following in Campbell River by focusing on people first: our guests, our team, and our community.

Our culture is fast-paced, collaborative, and family-oriented. We take our work seriously, but not ourselves — balancing high standards, continuous improvement, and accountability with laughter, innovation, and pride in what we do every day.

As a Fixed Operations Manager, you’ll play a key leadership role in bringing Mazda’s “Feel Alive” philosophy to life in our parts and service department. From delivering exceptional guest experiences and developing a high-performing team, to maintaining strong operational controls and KPIs, you’ll help ensure every visit reflects the care, quality, and integrity Island Owl Mazda is known for.

We’re deeply connected to the Campbell River community and believe success is built through teamwork, trust, and celebrating both the big wins and the small moments along the way. If you’re a hands-on leader who thrives in a positive, people-first environment and takes pride in running an exceptional service operation, Island Owl Mazda is the place for you.

Requirements

• High school diploma or equivalent required; post-secondary education in business or automotive management is an asset.
• Minimum 3–5 years of experience in an automotive service management or supervisory role.
• Strong technical knowledge of vehicle systems, repairs, and maintenance practices.
• Proven leadership skills with the ability to coach, motivate, and inspire a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency with dealership management software (DMS), scheduling tools, and Microsoft Office Suite.
• Strong business acumen with the ability to analyze financial reports and drive profitability.
• Valid driver’s license with a clean driving record.

Nice To Haves

• post-secondary education in business or automotive management is an asset.

Responsibilities

• Lead, mentor, and develop the Fixed Operations team, including service advisors, technicians, apprentices, parts personnel, and support staff.
• Oversee the daily operations of the Service and Parts departments, ensuring productivity, efficiency, profitability, and compliance with Island Owl Mazda and Mazda Canada standards.
• Establish departmental goals, budgets, and performance expectations, and regularly review results with dealership leadership.
• Monitor and manage key performance indicators, including customer satisfaction, customer retention, labour sales, effective labour rate, technician productivity and efficiency, parts sales, gross profit, inventory turnover, and departmental profitability.
• Develop and implement strategies to increase service and parts revenue, control expenses, improve operational performance, and support the dealership’s overall financial objectives.
• Foster a customer-focused culture by ensuring prompt, transparent, professional, and consistent communication throughout the service and repair process.
• Ensure customers receive a high-quality ownership experience that supports customer loyalty, retention, and the Island Owl Mazda brand.
• Collaborate with Sales, Finance, Administration, and other dealership departments to support vehicle deliveries, reconditioning, internal repairs, accessory installations, and seamless dealership operations.
• Oversee service appointment scheduling, repair-order flow, shop loading, and workload distribution to maximize technician productivity and minimize customer wait times and operational downtime.
• Ensure repair orders, estimates, warranty claims, internal work orders, parts transactions, and customer invoices are completed accurately, efficiently, and in accordance with dealership and manufacturer requirements.
• Maintain strong warranty-administration practices and ensure compliance with Mazda Canada policies, procedures, documentation requirements, and audit standards.
• Oversee parts inventory management, including purchasing, stocking levels, special orders, obsolescence, inventory accuracy, and loss prevention.
• Ensure appropriate staffing levels and participate in the recruitment, onboarding, performance management, and retention of Fixed Operations employees.
• Identify training needs and support ongoing technical, product, leadership, and customer-service development for Fixed Operations employees.
• Conduct regular department meetings, provide coaching and performance feedback, and promote accountability, collaboration, and continuous improvement.
• Handle escalated customer concerns professionally and promptly, using a fair and solution-focused approach while protecting the dealership’s customer relationships and business interests.
• Review customer feedback and performance trends, identify opportunities for improvement, and implement processes that strengthen service quality and customer satisfaction.
• Build and maintain positive working relationships with Mazda Canada representatives, suppliers, vendors, and other business partners.
• Ensure compliance with applicable employment standards, occupational health and safety requirements, environmental regulations, dealership policies, and industry best practices.
• Maintain clean, organized, professional, and safe Service and Parts work areas, ensuring tools, equipment, and dealership property are properly maintained.
• Prepare and review departmental reports, forecasts, budgets, and financial statements, investigating performance variances and taking appropriate corrective action.
• Support dealership marketing and customer-retention initiatives, including seasonal service campaigns, maintenance reminders, accessories, and service promotions.
• Stay informed of Mazda products, technology, warranty programs, service procedures, recalls, campaigns, and industry developments relevant to Fixed Operations.
• Perform other duties as required to support the effective operation and continued success of Island Owl Mazda.

Benefits

• Comprehensive medical and dental benefits
• Relocation support available for the right candidate
• Recognition at our annual Sales Awards Gala for our top performers
• The opportunity to earn our prestigious Golden Wrench Award
• The support and resources of the Steve Marshall Group
• Monthly staff events that bring our team together
• A positive, team-oriented workplace that values leadership, development, and exceptional customer service

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED