Fixed Operations (Service & Parts)

Write ROs on the service drive, walk around the car with the customer, and sell recommended maintenance. Manage the board — which techs get which jobs, how to hit hours-per-RO targets, and when to call the customer with the multipoint inspection results. Track effective labor rate, hours per RO, and customer-pay vs. warranty mix. The service advisor juggles 20+ open ROs, each with a customer expecting a callback by noon.

Manage the parts department — DMS ordering, obsolescence tracking, special orders, and the daily scramble when a tech needs a part that's not on the shelf. Balance fill rate against inventory investment. Deal with OEM parts programs, aftermarket alternatives, and the daily race to get parts from the DC before 2pm. Track lost sales, days supply by part class, and gross profit on parts.

Schedule service appointments by advisor and technician capacity. Manage walk-in vs. appointment mix. Write repair orders with accurate time estimates. Handle multi-point inspection findings and customer authorization. Track hours per RO and effective labor rate.

Manage parts inventory across thousands of SKUs. Balance fill rate against carrying cost and obsolescence risk. Handle emergency parts sourcing, OEM returns programs, and wholesale parts sales. Track true turn rate by category and manage phase-in/phase-out with model year changes.