Fixed Ops Journal - August 2021 - F18

FIXED OPS JOURNAL
DOUBLE WHAMMY
Crush of repair work intensifi es service technician shortage
KEN WYSOCKY
foj@autonews.com
A
t Tom Wood Automotive Group in Indianapolis, Fixed Ops Director
Bill Demaree literally takes a foreign approach in his
ceaseless search for qualifi ed service technicians: He's recruiting
prospects from overseas.
" Technicians are chasing money and getting poached by other dealerships
right and left, " Demaree told Fixed Ops Journal. " We're all chasing
the same people.
" So if everyone is fi shing from the same sea, I fi gured it's time to go
deep-sea fi shing - cast a net far and wide. "
Th e two prospects live in Dubai and Switzerland, and Demaree has
hired attorneys to help them obtain work visas. Th e process could take
eight to 10 months and cost roughly $10,000. But he says it's a gamble
worth taking because technicians are so hard to fi nd stateside.
Service managers nationwide share Demaree's pain. While business
is booming at service departments because of pent-up demand, the
crush of work also has laid bare a vexing and long-percolating industry
problem: a severe shortage of qualifi ed technicians.
In fact, a recent staffi ng study from Cox Automotive shows that about
60 percent of franchised dealers surveyed plan to hire more technicians
How dealers can support employees
Two-thirds of franchised dealers say motivating and retaining
quality employees is a challenge. Here are some tips from a
recent Cox Automotive staffi ng study on how to create a
supportive work environment.
 Make employee satisfaction as important as customer
satisfaction.
 Provide advancement opportunities.
 Improve communication to build trust.
 Show appreciation to employees for good work.
 Emphasize shared values between the organization and staff.
 Improve diversity by hiring more women and members of
minority groups.
this year, while 72 percent say fi nding/hiring the right employees is a
challenge.
Tom Wood Automotive owns 13 auto dealerships and fi ve motorcycle
stores that collectively employ 236 technicians. To reach full facility utilization,
the group needs 119 more.
" We have one store with 54 service bays and 26 technicians, " Demaree
notes. " It's never been this bad. Everything we've been talking about for
10 years has fi nally hit us. "
At California-based Hansel Auto Group, Fixed Ops Director Mike Weldon
is trying to add 33 technicians to his roster of 148. Th e company's
website vividly refl ects the hiring challenge; the fi rst thing visitors see is
a large " now hiring " banner ad that shouts in capital letters, " Love
Where You Work. "
It prominently overshadows links to browse for vehicles at the company's
nine dealerships.
" We just put that up. It sends a strong message to consumers that visit
our website, " Weldon says of the digital recruiting approach.
Chris Coxall, vice president of fi xed operations at the 12-store, Colorado-based
McDonald Automotive Group, says he's trying to fi ll 54 technician
job openings. It could take a year or more, he estimates.
" But constant recruiting is just part of the job now, " he adds.
All three dealership groups use a variety of tools to woo job prospects,
including longevity and incentive bonuses, tool allowances, reimbursement
for college tuition and relocation expenses, competitive pay, paid
vacations and fl exible work schedules, such as four 10-hour days at
Hansel.
But things such as failed drug tests and bad driving records hamper
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hiring eff orts. Weldon says that given the limited labor pool, he often invites
good prospects that fail drug tests to stay clean for 30 days, then get
retested. If they're hired, they are subject to random drug testing, he
says.
All three fi xed ops executives say the best recruiting tool is a great culture
that includes defi ned career paths for technicians.
In the end, Weldon says he tries to turn a negative into a fun challenge.
" I take a positive standpoint, " he says.
" Th is is a great opportunity to be sure you're treating employees right
- making sure they have the right resources and training. Th at's where
the biggest payoff is. " 
PAGE 18 AUGUST 2021
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Fixed Ops Journal - August 2021

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