Ford Pro Elite Service Operations Director; Commercial & Fleet

Description

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

• 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.

• Bachelor’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 with in a commercial or fleet-heavy dealership preferred;
  Ford experience is a significant advantage.

• Strong 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.

• Full-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.

• Service department growth and profitability
• Fleet account acquisition and retention
• Customer Satisfaction Index (CSI)
• Technician productivity and bay utilization
• Warranty compliance and operational excellence
• Execution of all Ford Pro Elite service standards