Fixed Ops Magazine - 2020 Vol17 03 - 18

sell your brand to other businesses and municipalities.
I must express, it is critical to have the right people on
these mobile trucks. We have learned having two Technicians on each truck creates so many more opportunities and dramatically improves production. With having
the right personnel on these vehicles, you are creating
the opportunity to grow your techs to fit into almost
any customer facing position in the dealership. By default, this creates a higher level of on-the-job leadership
training that cannot easily be obtained working at the
dealership. Making these Technicians some of the most
versatile personnel in your service department. One of
the most important ingredients is to create a flexible
plan, make changes as needed and stay a step ahead of
your competition.
Ed Roberts, a Jacksonville native, is the Fixed
Operations Director at
Bozard Ford Lincoln in
St.

Augustine,

Ed's

gan as a technician, he

addressed some of these obstacles with utilization of

has also held positions

our parts delivery service, restroom stops in route to the
of these are opportunities that can be worked through
with the right people and the right attitude.
We all need to find new ways to raise the bar. I would
recommend mobile service to any dealer that wants to
elevate their customer experience, while relieving capacity constraints in your service department. As with
almost anything in business, this service requires an investment. This investment into this type of service can
range widely depending on what level of service and
appearance you want to have in the field. We have an
average of just over $80K invested in each of our 2 mobile units. Both units are highly equipped to perform
most any service in field, while operating safely.
In business, it is often the service after the sale that
makes the difference. Our customers want to have the
choices that puts them in control on both sides of the
business. This also puts another tool in your toolbox to

18

twenty-eight-year

automotive career be-

some of the conveniences of shop equipment. We have

mobile destination, and multiple sources for data. All

Florida.

as

a

Shop

Foreman,

Technical Service Engineer for Ford Motor Company,
Store Manager, Service Manager, and currently Fixed
Operations Director.
Over the last almost 8 years, the Fixed Operations business at Bozard Ford Lincoln has grown dramatically,
from 7 technicians to nearly 80 technicians; and has
recently undergone an 84,000 square foot expansion,
including 48 additional service bays, and two Mobile
Service Trucks!

Ed is known for being employee fo-

cused and creating a "team" atmosphere, focusing on
opposing individual strengths.

Ed implemented the

2-man team system that has been extremely successful,
revolutionizing the express service world. Ed has also
paved the way for the next generation of technicians
with a multi-level development program. Additionally,
Ed has created similar programs to develop just about
any position needed, virtually eliminating turnover with
a continuously evolving career path.



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

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