Manager, Fixed Operations in North Vancouver

Jim Pattison Toyota Northshore is hiring a senior leader to run our Service and Parts departments. You’ll own the profitability, efficiency, and customer loyalty of the entire back end of the dealership, and you’ll build teams that deliver the standard of quality Toyota customers expect. Familiarity with Toyota Production System and Lean thinking is a strong plus.

You’ll report to the General Manager and lead the Service Manager, Parts Manager, and Assistant Service Manager.

Who We Are

Jim Pattison Auto Group is part of the Jim Pattison Group. It began in 1961 when Jimmy Pattison bought his first GM franchise, and it has grown to 28 locations across Western Canada representing 16 brands. We believe great customer service comes from great people.

What You’ll Do

• Lead your teams
• Coach and hold accountable the Service and Parts Managers, and build a culture where both departments work toward shared goals.
• Set short- and long-term targets, KPIs, and benchmarks that support the dealership’s overall plan.
• Own hiring, onboarding, development, and annual reviews for all fixed operations staff, including technicians, service advisors, and both department managers.
• Oversee Lot and Detail Associate processes, with a goal of bringing detailing in-house.
• Drive financial and operational results
• Build and manage annual budgets, forecasts, and expense controls for Parts and Service.
• Track the numbers that matter: effective labour rate, technician efficiency and productivity, work mix, parts turnover, obsolescence, and gross margin.
• Keep the shop productive by guiding technicians and advisors and ensuring a great customer experience.
• Strengthen service drive workflow, shop loading, and parts inventory control to maximize throughput and profit.
• Maintain a safe, well-equipped, well-kept facility and ensure safety compliance.
• Win customer loyalty
• Improve CSI, NPS, and service retention through deliberate, measurable strategies.
• Act as the final escalation point for serious customer concerns and resolve them quickly and fairly.
• Work with Sales and Finance so customers move smoothly from vehicle delivery into long-term service relationships.
• Meet Toyota standards
• Build strong relationships with Toyota factory representatives and ensure full compliance with OEM guidelines, warranty policy, training requirements, and facility programs.
• Keep the dealership compliant with TSM requirements while working toward TSM Platinum.
• Oversee warranty administration to limit chargebacks and stay audit-ready.
• Stay current on new Toyota products, TSBs, certification requirements, and industry trends.

What You Bring

• 5+ years in senior automotive Fixed Operations management, or equivalent experience running large Service and Parts departments.
• Toyota or other major import OEM experience is an asset.
• Working knowledge of dealer management systems, service performance reporting, inventory control software, and scheduling tools.
• Solid grasp of warranty processes, flat-rate technician pay structures, and parts inventory dynamics.
• A record of building teams, developing managers, and delivering departmental P&L results.
• Excellent written, verbal, and interpersonal communication.
• A valid driver’s licence and a clean driving record.

What We Offer

• Competitive compensation
• Comprehensive benefits
• Manufacturer and in-house training
• Real room to grow your career
• Recognition and rewards program
• Exclusive vendor promotions and purchase programs
• A supportive, team-oriented workplace with great colleagues

Successful candidates must pass a Driver’s Abstract, Criminal Record Check, and Credit Check. Thank you to everyone who applies. Only those selected for an interview will be contacted. We are an equal opportunity employer committed to an inclusive and accessible workplace, and we welcome applicants from all backgrounds. For accommodations during the hiring process, contact careers@jpautogroup.com.