Fixed-ops teams remain an essential component of the retail automotive sector’s ongoing success, providing valuable services to drivers and helping dealers establish long-term customer relationships. However, with technological advancements creating concerns about the impact of automation on human employment amidst a steadily worsening technician shortage, service departments are facing headwinds that must be resolved if the industry is to continue flourishing.
On this episode of Inside Automotive, host Jim Fitzpatrick is joined by Dave Foy, vice president of Fixed Operations Training at OEM Interactive. Foy brings nearly 40 years of auto-technician experience to the fixed-ops conversation and, through his position with OEM Interactive, has helped countless dealers run and scale successful service departments. Now, he shares his insights into the latest problems facing the repair and maintenance sector and the solutions to overcome them.
Key Takeaways
1. Foy discusses his journey from a technician to a service advisor, reflecting on the significant changes in the fixed-ops sector over the years. He highlights the repair and maintenance industry’s evolution in terms of technology, customer service, and operational efficiency.
2. With vehicles’ average age on the road increasing, there is a growing demand for maintenance. Foy believes this trend is beneficial for fixed-ops departments, provided dealers maintain high standards of customer service in their repair centers.
3. Artificial intelligence and technology are becoming integral to improving efficiency and customer service in fixed-ops. Foy asserts that the technology is a tool to enhance, not replace, the human element and cites its many applications in areas such as diagnostics, customer communication, and appointment scheduling.
4. Foy acknowledges the ongoing technician shortage and the need for dealerships to attract new talent. To do so, he urges dealers to adopt multi-channel hiring strategies that leverage relationships with tech schools, local communities, and other third-party recruiting sources. They should also consider candidates who may lack auto-specific training but have obtained customer service and technical skillsets through work in other industries.
5. Whatever they do to acquire talent, dealers must be sure to prioritize training in the fixed-ops sector, not just in technical skills but also in leadership and customer service. Investing in a training program can not only help storefronts retain employees but also improve customer satisfaction. Both factors are crucial for the long-term success of any dealership’s service department.
"The dealerships across the country have been great in their communities over the years, right? Sponsoring the Little League teams and popular football teams and things, right? We've got to do more of that outreach. It's not just about sponsoring a team; it's actually about getting involved with the youth and showing them that the career is there." — Dave Foy
