Fixed Operations (Service & Parts) Manager

Harvey & Company Ltd - Gander•Gander, NL

4d•Onsite

About The Position

Harvey & Company is seeking a Fixed Operations Manager to lead their Parts and Service departments and drive business performance. This is a leadership role focused on profitability, customer uptime, and operational excellence, not a maintenance role. The manager will own the performance of Parts and Service across one or multiple locations, leading the team, driving process discipline, and ensuring fast, high-quality service to keep customers' equipment running. Key accountabilities include absorption, revenue growth, and customer satisfaction.

Requirements

Proven leadership experience in a heavy equipment, truck, or agriculture dealership
Strong understanding of parts and service operations
Track record of driving profitability and operational performance
Financial acumen with experience managing budgets and KPIs
Ability to lead teams and build a high-performance culture
Process-driven with a focus on execution and results

Responsibilities

Own Parts & Service P&L and drive profitability
Achieve and exceed absorption targets (100%+)
Monitor and improve KPIs including labour efficiency, productivity, recovery rate, and parts turns
Control expenses while growing revenue
Lead daily shop operations and technician performance
Maximize billed hours and shop throughput
Ensure strong workflow: estimate → approval → repair → close
Reduce rework and improve first-time fix rates
Expand mobile service capability
Grow retail and wholesale parts sales
Optimize inventory investment and turns
Improve fill rate and parts availability
Implement structured upsell strategies (Good / Better / Best)
Deliver industry-leading uptime and turnaround times
Resolve escalated customer issues quickly and professionally
Build long-term customer relationships through service excellence
Lead, coach, and develop Parts and Service teams
Recruit and retain top technicians and parts professionals
Drive accountability and performance culture
Standardize processes across locations
Improve efficiency, workflow, and cycle time
Leverage systems and data to drive decisions
Ensure accurate and timely warranty recovery
Maintain compliance with OEM and safety standards