The Role:
The Fixed Ops Specialist (FOS) is a strategic field leadership role responsible for driving aftersales performance across a defined region. This position partners closely with the GM Aftersales Field Team, and dealership leadership to execute GM’s Customer Care & Aftersales initiatives, drive processes, improve customer satisfaction, and grow revenue. The FOS leverages data-driven insights, operational expertise, and consultative influence to deliver measurable results in a dynamic and evolving automotive landscape.
What You'll Do (Responsibilities):
- Parts and Service SME with deep knowledge of Dealer Fixed Operations, CCA Policies & Procedures and Go To Market strategies.
- Responsible for assessing and training Zone and District managers in Dealer Fixed Operations tools, processes, and policies such as but not limited to:
- Standardized dealer contact, dealer profitability: i.e. Drive for 75% Fixed Coverage, dealer operating report, relevant performance and opportunity reports, implementation and documentation of actions plans to overcome zone or district headwinds.
- Reassess Zone and District Managers to ensure knowledge gaps have been closed and upskilling was successful.
- Champions ad-hoc fixed coverage projects as determined by leadership.
- Implements effective countermeasures to overcome headwinds impacting role’s KPI’s.
- KPI’s: Deliver assessments, and training according to glide path and milestones approved by Leadership.
Your Skills & Abilities (Required Qualifications):
- Bachelor’s Degree or Equivalent Experience
- 3+ years of experience leading, guiding and improving dealership fixed operations.
- Proficient automotive technical knowledge and business acumen including service operations, warranty administration and customer experience.
- Expert knowledge of Dealership Service & Parts Operations:
- Automotive Parts and Service Systems.
- Dealer Operating Report & Fixed Analysis Tools.
- Dealership profit department’s structure and interconnectivity.
- GM policies & procedures.
- Effective oral and written persuasive and informative communication skills.
Competencies
- Successfully builds and maintains strong internal/external relationships.
- Successfully Drives for Results & Drives Change Management.
- Project management.
- Effectively Inspires & Motivates Others to Achieve High Performance.
- Proficient in strategic planning, learning agility and engaging remote teams.
- Consistently Demonstrates Innovation and Creativity.
- Consistently Demonstrates Initiative & Adaptability.
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