The Importance of OEM Training in Enhancing Fixed Operations Efficiency

For seasoned fixed operations leaders, the value of the service and parts departments is clear. These departments deliver stable, high-margin revenue, build long-term customer loyalty, and help insulate the dealership from sales volatility.  

But today’s operating environment is defined by evolving vehicle technology, rising customer expectations, and ongoing labor challenges, and it demands more than experience and instinct. 

To remain competitive and scalable, fixed ops teams must standardize processes, reduce inefficiencies, and continuously develop their technical and leadership capabilities. OEM training plays a central role in making that happen. 

Addressing the Growing Complexity in Fixed Ops 

Vehicles are evolving rapidly. From EVs and ADAS to increasingly digitized diagnostics and proprietary systems, today’s technicians face challenges that can’t be solved with outdated training or on-the-job learning alone. 

When technicians are equipped with the right training, the results are measurable: 

• Shorter diagnostic times
• Higher first-time fix rates
• Lower rework percentages
• Improved technician efficiency and shop productivity 

Comebacks, extended repair cycle times, and rejected warranty claims are often symptoms of knowledge gaps. OEM training closes those gaps with brand-specific procedures, tools, and system updates that enhance accuracy and reduce inefficiencies. 

OEM Training Is Operational 

Fixed ops efficiency depends on a cross-functional team that understands both the customer experience and the business model. Due to this, effective OEM-aligned training ultimately extends to: 

• Advisors, who learn to present factory-recommended services clearly and compliantly
• Parts managers, who improve special order accuracy and inventory turns
• Service managers, who gain deeper fluency in KPIs like ELR, CP hours per RO, and pricing strategy 

By investing in training across these roles, dealerships develop teams that can execute consistently while also thinking strategically. This in turn connects your day-to-day performance with long-term profitability. 

Standardized Processes Create Scalability 

Inconsistent service processes across departments, or between rooftops, introduce avoidable inefficiencies. Whether it’s the write-up process, parts availability, or repair documentation, OEM training helps standardize workflows by aligning teams with documented processes and performance expectations. This level of consistency becomes even more critical for dealer groups managing multiple locations. 

Benefits of process standardization include: 

• Uniform service quality across stores 
• Streamlined onboarding for new employees
• Stronger CSI and retention due to predictable customer experiences
• Easier performance benchmarking and goal setting 

Training as a Profitability Tool 

High-performing fixed ops managers view training as a tool to influence key financial levers. OEM-sponsored programs, like those offered by NCM Associates, often include education on how to: 

• Set competitive, profitable pricing
• Monitor and improve Effective Labor Rate
• Maximize technician efficiency and flagging accuracy
• Evaluate service drive profitability using performance dashboards 

Managers who understand these financial mechanics have the tools to make better decisions around staffing, technician workflow, and shop capacity. When training is tied directly to KPIs, it becomes easier to quantify ROI and secure leadership buy-in. 

Leadership Development Reduces Turnover 

One of the most persistent threats to fixed ops profitability is technician turnover. While compensation matters, team culture, communication, and leadership often have greater influence on retention. 

OEM training that includes leadership development gives service managers the tools to transition from problem-solvers to proactive team leaders. Focus areas typically include: 

• Coaching and communication frameworks
• Delegation and accountability practices
• Performance management strategies 

Shops with effective leadership report lower burnout, stronger morale, and better productivity. In a tight labor market, this investment pays dividends in retention and team cohesion. 

Adapting to Industry Evolution