Timothy Gortz

Fixed Operations executive with more than 20 years of leadership experience directing high-volume automotive service and parts operations for Toyota, BMW, Honda, Hyundai, KIA, VW, Nissan, Acura, Subaru, Ford, Chrysler, Jeep, Dodge, Ram, Maserati, and General Motors dealerships. Proven record of increasing profitability, improving customer satisfaction, developing high-performing teams, and implementing operational processes that consistently exceed manufacturer KPI targets. Experienced leading single-point dealerships, multi-store organizations, and enterprise-wide fixed operations platforms supporting more than a dozen franchises.

Fixed Operations Consultant / Service Director - Nalley Toyota Stonecrest

(2026-02 - 2026-07)

Retained to restructure the service department and implement Toyota best practices.

• Increased monthly service gross profit from approximately $365,000 to more than $510,000.
• Reduced average express service cycle time from 2 hours 54 minutes to 1 hour 31 minutes (vehicle greeting through delivery).
• Implemented Toyota TXM Express Maintenance process.
• Introduced advisor walk-around process.
• Established structured daily advisor training and opening procedures.
• Converted Express Department to four 10-hour shifts, increasing customer capacity and scheduling flexibility.
• Promoted four Express Technicians into Main Shop Positions.
• Reduced policy expense from approximately $40,000 per month to $7,000 per month.
• Implemented Video Multi-Point Inspections (MPI).
• Launched electronic dispatching.
• Improved technician productivity and shop capacity.
• Achieved Toyota KPI objectives for Filters, Tires, Batteries, and Brakes.
• Reduced unapplied labor by approximately 50%.
• Increased Customer Experience Index (CXI) from 4.40 to 4.83.
• Created an internal service call center responsible for connected services, declined services, recalls, missed appointments, and pre-repair order preparation.

Fixed Operations Platform Director - Southern Automotive Group

(2022 - 2025)

Directed Parts and Service operations for 16 franchised dealerships.

• Increased monthly Fixed Operations gross to $3.3 million during 2024.
• Exceeded $4.8 million in monthly revenue targets during 2025.
• Developed technician recruiting and mentorship programs that significantly improved technician retention.
• Standardized operational processes across multiple dealerships.
• Improved financial performance while strengthening operational consistency throughout the organization.

Parts & Service Director - Peter Boulware Toyota

(2021-10 - 2022-10)

Built Fixed Gross Profit from $400k to $750k. Directed all Parts and Service operations.

• Improved departmental communication and operational efficiency.
• Increased technician productivity and customer satisfaction.
• Managed staffing, inventory, budgets, and manufacturer compliance.
• Toyota TPS/TXM
• Parts Operations, Service Operations
• KPI Improvement
• Technician Recruitment
• Lean Process Improvement, and Leadership Development.

Service & Parts Director - Kelly Automotive Group

(2017-05 - 2021-07)

Oversaw Fixed Operations for Toyota, Hyundai, Chrysler, Jeep, Dodge, and Ram franchises.

• Led multiple franchise service departments.
• Improved technician recruiting and retention during industry shortages.
• Increased operational efficiencies through process improvements.
• Developed leadership teams and succession planning.

Service Director - Johnson Automotive Group

(2014-03 - 2017-05)

Managed Fixed Operations for Hyundai, Subaru, and Maserati.

• Improved profitability and operational performance.
• Increased customer satisfaction and employee engagement.
• Strengthened service advisor and technician accountability.

Service Director - North Hills Toyota

(2010-01 - 2014-02)

Directed all dealership service operations.

• Improved productivity, customer retention, and financial performance.
• Implemented Toyota operational best practices.

Service Director - Bobby Rahal BMW

(2007-12 - 2010-01)

Led Fixed Operations for a high-volume BMW dealership.

• Maintained premium customer satisfaction standards.
• Improved technician efficiency and department profitability.

ASE Master Technician → Shop Foreman → Service Director - Bill Lake Buick / Amherst GM Dealership

(1986 - 2007)

Progressed from ASE Master Technician to Shop Foreman and ultimately Service Director after promotion to a newly acquired dealership.

Berea High School

Cuyahoga Community College