Suburban Automotive Services is seeking a driven, hands-on Fixed Operations Director to lead the daily operation of our new Ford Vehicle Customization Center in Kansas City.
This leader will build and manage a high-performing shop that consistently delivers safe, high-quality, dealer-ready Ford vehicles. The Fixed Operations Director owns the day-to-day shop operation from technician assignments, workflow and production priorities to quality, staffing, training, productivity, and vehicle turnaround.
A critical part of this role is building a strong technician team through effective hiring, coaching, training, clear expectations, and accountability. Success means creating a safe, productive operation that develops capable people, delivers consistent quality, and operates through disciplined, repeatable systems rather than constant firefighting.
What You Will Do
Build the Kansas City Operation
- Assist with all aspects of site startup, including facility readiness, staffing, systems implementation, training, customer launch activities, and operational readiness.
- Establish the processes, operating rhythms, performance expectations, and culture needed to successfully launch and sustain the new operation.
- Partner cross-functionally with Human Resources, Safety, IT, Finance, Purchasing, and other support functions to ensure successful startup and ongoing performance.
Own the Daily Shop Operation
- Own technician workload, daily production priorities, shop scheduling, and work assignments.
- Review incoming vehicles and upfit work orders and prioritize work based on customer requirements, production demands, available resources, and completion timelines.
- Direct the vehicle customization process from vehicle receipt and inspection through upfit, quality verification, secure storage, and final release.
- Own shop workflow and work sequencing, identifying and removing bottlenecks that impact productivity, quality, or turnaround time.
- Monitor staffing levels, schedules, workload, tools, equipment, and other resources to keep work moving efficiently.
- Build repeatable shop processes that improve productivity, quality, safety, and consistency.
Build & Develop a High-Performing Technician Team
- Recruit, interview, hire, onboard, train, and retain skilled technicians and operations team members.
- Develop technicians through hands-on coaching, training, regular feedback, and clear performance expectations.
- Match technician skills and capabilities with work assignments to maximize quality and productivity.
- Build technician capability and versatility to meet changing production demands.
- Establish a shop culture where technicians take ownership for safety, workmanship, productivity, and the quality of every vehicle.
- Monitor individual and team performance and address attendance, productivity, quality, or skill gaps quickly and consistently.
- Develop frontline leaders and future talent through coaching and expanded responsibility.
Own Quality & Vehicle Readiness
- Own quality control throughout the customization process and ensure vehicles are truly complete and ready for release.
- Ensure vehicle customization and upfit work meets Ford requirements, approved work instructions, company quality standards, and customer expectations.
- Establish effective quality checkpoints and minimize defects and rework.
- Identify recurring quality issues, determine root causes, and implement corrective actions.
- Maintain accountability for vehicle condition and protection throughout the customization process.
Drive Shop Performance
- Monitor key shop metrics including technician productivity, vehicle throughput, quality, rework, turnaround time, staffing, overtime, and on-time completion.
- Use operating data to identify trends, anticipate issues, and improve shop performance.
- Balance technician staffing and available resources against production demand.
- Identify resource or capacity constraints early and take action before they impact production.
- Manage department costs within assigned budget and identify opportunities to improve productivity and efficiency.
Lead the Team
- Set clear expectations and create accountability for individual and shop performance.
- Conduct regular team and safety meetings and maintain open communication throughout the operation.
- Provide ongoing coaching, recognition, and performance feedback.
- Complete performance reviews and development plans and address corrective action when necessary.
- Partner with Human Resources on workforce planning, recruiting, onboarding, employee relations, and talent development.
- Promote a team member-driven culture with a strong focus on safety, quality, teamwork, and continuous improvement.
Support the Ford Vehicle Customization Program
- Ensure daily operations comply with Ford Vehicle Customization Program requirements.
- Communicate effectively with Ford, authorized dealers, and internal leadership regarding vehicle status, production priorities, operational issues, and timelines.
- Maintain accurate operational records, reporting, and required documentation.
- Support customer meetings, operational reviews, audits, and continuous improvement activities as needed.
Who You Are
- A proven shop leader who understands how to organize people and work in a fast-paced automotive service or production environment.
- A strong people leader who can coach, develop, motivate, and hold technicians accountable.
- Operationally disciplined—you know how to prioritize work, schedule technicians, manage workflow, and keep vehicles moving.
- Technically curious with sound automotive judgment and a desire to understand how work is performed, why problems occur, and how processes can be improved.
- You don't need to be the best technician in the shop, but you need enough technical credibility to effectively lead technicians and challenge the operation.
- Comfortable using shop KPIs and technician productivity measures to drive performance.
- A problem solver who looks for root causes and sustainable solutions rather than repeatedly fighting the same fires.
- Comfortable being visible on the shop floor and leading from where the work happens.
- Able to thrive in a startup environment where building the team, processes, and culture is part of the opportunity.
Qualifications
- 5–7+ years of progressive leadership experience in automotive service, fixed operations, vehicle upfitting, fleet service, or a comparable technical shop environment.
- Previous experience as a Fixed Operations Director, Service Director, Service Manager, Shop Manager, or similar automotive leadership role strongly preferred.
- Proven experience leading and developing automotive technicians or skilled trades team members.
- Demonstrated ability to manage technician workload, shop workflow, productivity, quality, staffing, and operational performance.
- Experience working within a dealership service operation or with an automotive OEM is highly valued.
- Strong leadership, communication, problem-solving, and decision-making skills.
- Strong technical aptitude and ability to quickly learn Ford vehicle customization processes, equipment, systems, and technology.
- Ability to analyze operating data and translate it into action.
- Valid driver's license.
What Will Put You Ahead
- Leadership experience in dealership fixed operations or service management.
- Experience managing a high-volume automotive service department or technician workforce.
- Experience with Ford vehicles, Ford dealerships, or another automotive OEM.
- Experience with vehicle customization, accessories, upfitting, or aftermarket operations.
- Demonstrated success improving technician productivity, shop throughput, quality, or turnaround time.
- Experience building or launching a new shop, department, or operation.
- Experience developing technicians into more capable roles or future leaders.
Working Conditions & Physical Demands
- Regular movement between office, shop, vehicle staging, and operational areas.
- Ability to work in a fast-paced automotive shop environment with exposure to typical shop noise, vehicle exhaust, tools, equipment, and varying temperatures.
- Ability to safely navigate and monitor vehicle customization and production areas.
- Occasional lifting, carrying, pushing, or pulling associated with normal shop operations.
- Ability to work extended hours when needed to support facility startup and operational demands.
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
