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Preston Automotive Group · 1 month ago

Ford Pro Elite Service Operations Director (Commercial & Fleet)

Pittsville, MD

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Preston Automotive Group is introducing a state-of-the-art Ford Pro Elite commercial service facility. The Ford Pro Elite Service Operations Director will lead all service operations, focusing on operational excellence, customer satisfaction, and driving growth through business development and fleet account acquisition.

LogisticsTransportation

Growth Opportunities

Responsibilities

Oversee 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

Deliver 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

Actively 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

Lead 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

Manage 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

Qualification

Service Operations LeadershipBusiness DevelopmentFleet Account AcquisitionDigital Service ToolsFinancial ManagementAnalytical SkillsCustomer Service SkillsLeadership SkillsCommunication SkillsRelationship-BuildingOrganizational Skills