BILL PETTERSON
Huntersville
Summary
Turnaround-driven Fixed Operations leader with 20+ years of success transforming service departments into high-output, profit-centered operations across automotive and RV dealer groups. Recognized for building performance cultures, engineering technician pay systems, and redesigning service workflows that unlock significant gains in revenue, productivity, and customer retention. Consistently delivers measurable results in Customer Pay growth, ELR expansion, net profit acceleration, cycle time compression, and CSI improvement. Trusted builder of disciplined teams, scalable operating models, and financial control systems across single-point and multi-rooftop environments. Advanced expertise in CDK and Reynolds & Reynolds Ignite DMS platforms.
Overview
21
21
years of professional experience
Work History
Fixed Operations Director
Blue Compass RV
Concord
08.2021 - Current
- Ranked #1 of 106 stores company-wide for CP Sales and Total Revenue
- Drove 47% YoY Customer Pay sales growth and 120% YoY Net Profit growth through pay plan engineering and technician productivity systems
- Transitioned entire technician workforce to flat rate, establishing accountability, performance measurement, and sustained output gains
- Engineered standardized repair workflow cutting cycle time 72 days → 7 days
- Built an award-recognized service team with strong morale, retention, and production culture
- Implemented daily performance scorecards and technician accountability structures
- Improved parts-to-labor mix through inspection discipline and advisor coaching
- Reduced operational waste and rework through process control checkpoints
Fixed Operations Director
Steve Padgett Honda – PMJ Automotive Group
Irmo
06.2019 - 07.2021
- Elevated ELR $90 → $175 via pricing strategy and labor mix optimization
- Increased Hours Per RO +0.40 through advisor coaching and inspection discipline
- Reduced policy adjustments and discounts $9,000 per month
- Ranked #1 in District and #9 in Region for Customer Satisfaction Experience
- Reduced express oil change time 75 min → 29 min through workflow redesign
- Standardized MPI processes improving upsell consistency
- Implemented technician performance tracking and training roadmaps
Service Director
World Toyota – Group 1 Automotive
Atlanta
04.2018 - 05.2019
- Increased Customer Pay Gross Profit 22.2% YoY
- Deployed Good/Better/Best pricing model, enhancing competitive labor strategy
- Implemented 4-day advisor schedules improving morale and coverage
- Launched two-man express teams, reducing service time to 20 minutes or less
- Improved Hours Per RO +0.52 via on-lane coaching and inspection focus
- Strengthened advisor accountability through implementation of real-time production tracking
Service Director
Fred Anderson Toyota of Columbia – Anderson Automotive Group
Columbia
07.2016 - 04.2018
- Increased CP repair hours per ticket 0.70 → 1.22
- Raised parts & labor sales per RO $140 → $262
- Enhanced technician efficiency and CPRO by implementing performance tracking systems
- Expanded service hours and established second-shift workforce to increase capacity
- Implemented express teams, service expeditors, and workflow segmentation
- Boosted customer retention by developing service follow-up systems
Service Director
Town & Country Toyota – Sonic Automotive
Charlotte
06.2014 - 07.2016
- Improved CSI ranking 160th → 26th of 175 stores in four months
- Rebuilt customer experience processes, enhancing satisfaction while sustaining production growth
- Increased Labor Gross Profit 17.2%, reaching record $396,412 in one month
- Stabilized technician staffing, increasing shop efficiency metrics
Auction Technical Operations Supervisor
Volkswagen Credit, Inc.
College Park
01.2013 - 06.2014
- Elevated location to #1 nationally through inspection and release process redesign
- Reduced Days to Ready 35 → under 11 days
- Increased Certified Pre-Owned throughput 50 → 300 vehicles per month
- Improved vendor performance and turnaround accountability
Service Director
Keffer Volkswagen – Keffer Automotive Group
Huntersville
05.2005 - 12.2012
- Grew parts & service revenue $3.37M → $5.98M
- Ranked #1 in CEI among 12 dealerships with 96% satisfaction
- Increased service retention to 51.4%, exceeding manufacturer benchmarks
- Implemented VW Service Xpress and extended service hours to enhance customer convenience and service accessibility
- Developed internal technician training and skill progression systems to elevate technician skills and improve service quality
Education
Business Administration -
New York Institute of Technology
Central Islip, NYSkills
- Profit Growth
- Performance Turnarounds
- Operational Scale
Personal Information
Title: FIXED OPERATIONS EXECUTIVE
Leadership Strengths
- Fixed Operations Strategy & Execution
- P&L Management
- Budgeting
- Forecasting
- Customer Pay Growth & Retention Strategy
- Technician Productivity & Flat Rate Systems
- Effective Labor Rate Optimization
- Operational Workflow Engineering
- Cycle Time & Throughput Acceleration
- Customer Satisfaction (CSI / CSE / CEI)
- Express Service & Lane Operations
- Talent Acquisition, Training & Retention
- Warranty Administration & Compliance
- Menu Pricing, Pay Plans & Profit Controls
Performance Impact
- 47% YoY Customer Pay Growth
- 120% YoY Net Profit Increase
- Cycle Time Reduced 72 Days → 7 Days
- ELR Growth $90 → $175
- CPO Throughput Increased 6×
- Multiple #1 Rankings in Revenue & Customer Satisfaction
Timeline
Fixed Operations Director
Blue Compass RV
08.2021 - Current
Fixed Operations Director
Steve Padgett Honda – PMJ Automotive Group
06.2019 - 07.2021
Service Director
World Toyota – Group 1 Automotive
04.2018 - 05.2019
Service Director
Fred Anderson Toyota of Columbia – Anderson Automotive Group
07.2016 - 04.2018
Service Director
Town & Country Toyota – Sonic Automotive
06.2014 - 07.2016
Auction Technical Operations Supervisor
Volkswagen Credit, Inc.
01.2013 - 06.2014
Service Director
Keffer Volkswagen – Keffer Automotive Group
05.2005 - 12.2012
Business Administration -
New York Institute of Technology