Fixed Operations Manager in Campbell River, British Columbia at Island Owl Mazda

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.

At Island Owl Mazda, we believe great results begin with a supported, recognized, and connected team. As part of the Steve Marshall Group, you’ll benefit from the strength and stability of an established automotive group while working in a collaborative, community-focused dealership.

What we offer:

• 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

Role Summary:

The Fixed Operations Manager oversees the daily operations of the dealership’s parts and service departments, ensuring efficient workflows, exceptional customer service, and the achievement of department profitability goals. This role involves leading and developing the parts and service teams, maintaining high operational standards, and fostering strong customer and employee relationships. The ideal candidate is a dynamic leader who balances business acumen with a customer-first mindset.

Key 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.

Qualifications & 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.

If you believe you’d be a great fit for the Fixed Operations Manager role and our team at Island Owl Mazda, we’d love to hear from you. Please submit your resume for consideration. We sincerely thank all applicants for their interest; however, only those selected for an interview will be contacted.

Island Owl Mazda is proud to be an equal opportunity employer. We are committed to creating a workplace that is inclusive, respectful, and welcoming to everyone.

We believe diverse perspectives strengthen our team and enhance the experience we deliver to our guests. We are dedicated to fostering an environment where every employee feels valued, supported, and empowered to succeed.

If you require an accommodation at any stage of the selection process, please let us know. We will work with you to ensure your needs are met in accordance with applicable legislation.

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