Ford Pro Elite Service Operations Director (Commercial & Fleet) at Preston Automotive Group

Job DescriptionJob DescriptionDescription: Preston Ford of Pittsville is proud to introduce a brand-new, state-of-the-art Ford Pro Elite commercial service facility, featuring 24 dedicated commercial service bays and built for exceptional growth. The Ford Pro Elite Service Operations Director will lead all service operations for this cutting-edge facility while driving strategic expansion through new business development and fleet account acquisition.This high-impact leadership role is responsible for operational excellence, customer satisfaction, team development, and accelerating the commercial service division’s growth. The Director will play a pivotal role in establishing Preston Ford of Pittsville as the premier Ford Pro Elite service destination in the region.Requirements:Service Operations LeadershipOversee daily operations of the 24-bay Ford Pro Elite commercial service department to ensure maximum efficiency and throughput.Lead, develop, and mentor a high-performing team of service managers, advisors, dispatchers, and technicians.Implement and uphold Ford Pro Elite service standards, workflows, and performance metrics.Optimize shop productivity through effective technician scheduling, dispatching, and capacity management.Ensure full compliance with Ford Motor Company policies, warranty processes, safety regulations, and facility guidelines.Monitor and improve KPIs such as cycle time, labor efficiency, ELR, CSI, and overall profitability.Customer Experience & Relationship ManagementDeliver a premium, Ford Pro Elite–level commercial service experience.Manage escalations for major fleet and commercial clients with speed and professionalism.Build and maintain long-term relationships with fleet operators, municipalities, government agencies, rental companies, and commercial enterprises.Cultivate a customer-first culture throughout the new facility.Business Development & Fleet GrowthActively pursue and secure new commercial and fleet accounts to drive rapid growth in the Ford Pro Elite service operation.Create and execute strategic business development plans targeting trades, logistics, utilities, rental companies, construction firms, and government agencies.Represent the dealership at community events, business networking groups, industry conferences, and trade shows to generate fleet leads.Work closely with sales and fleet teams to provide integrated commercial solutions.Develop tailored maintenance plans, uptime programs, telematics-based service recommendations, and value-added fleet service packages.Track market trends and competitor offerings to maintain a competitive edge.Operational Strategy & InnovationLead the rollout and continuous enhancement of advanced service technologies in the new Ford Pro Elite facility.Implement Ford Pro software, digital tools, remote diagnostics, connected vehicle insights, and workflow automation.Oversee technician development programs, certification pathways, and equipment investments to ensure state-of-the-art capabilities.Forecast staffing, equipment, and resource needs to support the facility’s rapid growth potential.Financial ManagementManage the service department’s full P&L, including budgeting, forecasting, and financial strategy.Improve profitability through labor optimization, expense control, warranty accuracy, and efficient resource management.Analyze financial data and service KPIs to guide decision-making and ensure sustained growth.QualificationsEducation & ExperienceBachelor’s degree in business, automotive management, or related field preferred.5–10+ years of experience in fixed operations, commercial service management, or fleet service leadership.Proven success in business development and acquiring fleet accounts.Experience within a commercial or fleet-heavy dealership preferred; Ford experience is a significant advantage.Skills & CompetenciesStrong leadership, communication, and relationship-building abilities.Strategic, growth-minded professional with strong operational discipline.Proficiency with digital service tools, telematics, and shop management systems.Strong analytical, organizational, and customer service skills.Working ConditionsFull-time, onsite leadership role in a brand-new, state-of-the-art Ford Pro Elite commercial service facility with 24 bays.Frequent interaction with fleet clients, commercial partners, and executive leadership.Occasional travel for fleet acquisition, conferences, and business development activities.Performance MetricsService department growth and profitabilityFleet account acquisition and retentionCustomer Satisfaction Index (CSI)Technician productivity and bay utilizationWarranty compliance and operational excellenceExecution of all Ford Pro Elite service standards