Grant Lord
@grantlord
Fixed Operations Executive with 30+ years leading automotive service and parts operations for profit, process, and customer loyalty.
United StatesWhat I'm looking for
I’m a strategic, results-driven Fixed Operations Executive with 30+ years leading automotive service and parts operations. I build high-performing teams and set the operational rhythms that improve profitability, operational efficiency, and customer satisfaction, including a 28% first-6-month increase in parts and service Gross profit.
Across multiple rooftops and franchises, I’ve led from single-store Service Director roles to Corporate Service Director, overseeing 90+ employees and delivering measurable gains like 11.7% group gross profit and 26% net profit through 2024. I’m known for creating consistent cultures and process execution across stores, strengthening entry-level hiring pipelines, and raising performance through training, BDC development, and performance/retention analysis—while earning top-tier brand recognition and managing remodels and new development.
Experience
Work history, roles, and key accomplishments
Aftersales Manager
Scottsdale McLaren/Lotus
Sep 2025 - Present (9 months)
Managed all aftersales parts and service operations, establishing inventory and ordering processes. Increased parts and service gross profit 28% in the first 6 months and developed departmental procedures and technician/advisor/parts training.
Corporate Service Director
RACCAR Automotive Group
Jan 2022 - Jun 2025 (3 years 5 months)
Led fixed operations across 5 rooftops after promotion to Corporate Service Director, managing 90+ employees. Increased group gross profit 11.7% and net profit 26% through 2024, supported entry-level hiring partnerships, and managed remodels and new Porsche development.
Service & Parts Director
San Tan Hyundai
Jan 2021 - Jan 2022 (1 year)
Improved service and parts performance by increasing gross profit 15% and raising $/RO by $48. Kept parts physical inventory variance within 2% and enhanced employee retention through stronger departmental processes.
Service Director
Jim Falk Motors of Maui
Jan 2018 - Jan 2021 (3 years)
Oversaw GM, Nissan, and Hyundai franchises and implemented a multi-line BDC to improve customer pay sales and retention. Raised CSI across all brands and delivered 17% revenue growth during the pandemic.
Service Director
Gresham Toyota
Jan 2016 - Jan 2018 (2 years)
Boosted CSI into the top 10% of the region for Metro dealers and improved retention by 5 points. Increased gross profit 46% and net profit by nearly $1M/year while leading service and parts performance.
Service Director - Toyota
Toyota of Portland / Broadway Toyota
Jan 2009 - Jan 2015 (6 years)
Managed 85 staff and 7,100 labor hours per month, growing service gross profit from $1.4M to $5.2M annually. Improved customer retention from 28% to 59.4%, developed a reconditioning facility and stand-alone BDC, and helped win the store’s only Toyota President’s Award.
Service Manager
Alan Webb Nissan Saturn
Jan 2008 - Jan 2009 (1 year)
Rebuilt Fixed Ops departments to reduce turnover and stabilize operations. Implemented EDS system improvements to enhance fixed-operations workflows.
Regional Service Manager
West One / Hertz Northwest
Jan 2005 - Jan 2007 (2 years)
Managed 7 Hertz service locations and 2 new car franchises, increasing gross profit from $2.5M to $4M in two years. Boosted retail service sales 44% and designed company-wide fixed ops training programs.
Field Service Manager
Jim Moran & Associates
Jan 2002 - Jan 2005 (3 years)
Consulted with 70 dealerships across 6 states, delivering service and parts training in classroom and in-store formats. Conducted performance analysis and retention studies to drive fixed-ops effectiveness.
Education
Degrees, certifications, and relevant coursework
Volvo
Service Certified, Volvo Service
Achieved Volvo Service Certified status (2025).
Subaru
Master Certified, Subaru Service
Achieved Subaru Master Certified status (2025).
Hyundai
Master Certified, Hyundai Service
Achieved Hyundai Master Certified status (2022).
General Motors (GM)
Service Certified, GM Service
Achieved GM Service Certified status (2018).
Associate’s Degree – Information Systems
Associate’s Degree, Information Systems & Systems Analysis
Associate’s degree in Information Systems & Systems Analysis.
Nissan
Service Certified, Nissan Service
Achieved Nissan Service Certified status (2018).
Toyota
Master Certified Service Manager, Toyota Service Management
Toyota Master Certified Service Manager certification (completed through 2018).
JM&A Consulting & Performance Training
Training, Automotive Service Training
Completed JM&A Consulting & Performance Training.
PDC – Professional Development Training
Training, Professional Development
Completed PDC – Professional Development Training.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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