Tony Molla | Maximizing Fixed Ops to Future-Proof Your Dealership
About this episode
Tony Molla and the hosts dig into how dealerships can future-proof fixed operations by treating the service department as a strategic engine, not an afterthought. They connect service performance to steady dealership economics through the ups and downs of the selling cycle, while tackling the technician talent shortage driven by more complex, computerized vehicles. The conversation emphasizes training baselines, qualified diagnostics capability, and building a technician pipeline via local CTE advisory committees, internships, and apprenticeships—rather than poaching.
ASE Education Foundation veteran and technician advocate Tony Molla joins Capital One Auto President Sanjiv Yajnik to discuss growing dealerships through Fixed Ops.
Molla shares expertise on solving talent shortages and navigating evolving vehicle technology to drive customer loyalty and business growth. In this episode, Tony and Sanjiv break down three transformative shifts every auto dealer needs to make:
- The New Economic Engine: Front-end sales might close the first deal but your service department secures all the rest. Learn why fixed operations are the key to carrying a dealership store's costs through any selling cycle.
- Mechanics to Network Engineers: Modern cars require high-level IT skills. Attract elite talent by investing in technicians as strategic professionals.
- Stop Stealing, Start Growing: Move past poaching competitors' staff. Build a loyal pipeline by partnering with local CTE programs and apprenticeships.
ABOUT THREE KEY INSIGHTS
The auto industry is being reimagined in real time. To win in today’s landscape, dealers need actionable insights and high-performance tools to take the lead. Hosted by the President of Capital One Auto, Sanjiv Yajnik, this series convenes elite dealers and industry innovators to decode the shifts shaping the future. Known for his "Customer-first" philosophy, Sanjiv’s perspective is rooted in the belief that when dealers succeed, the entire industry thrives. His conversations prioritize transparency, pulling back the curtain on the backend infrastructure that powers modern customer confidence. Now’s the time to take the lead.
The views and opinions expressed by guests on this podcast are solely their own and do not necessarily reflect the official policy or position of Capital One Auto, Capital One, N.A., or its affiliates. This content is provided for informational and educational purposes only and is not intended to serve as financial, legal, or tax advice. Viewers should consult their own independent professionals regarding their specific individual or business needs.
pre-owned vehicles
"Now, talk about building loyalty. The training is available through the manufacturers, and that's great, but there's these things called pre-owned vehicles that we have, where I'm in a Honda dealership, but a Ford just came in, and it's a nice used car."
“Pre-owned vehicles” just means used cars. If a dealership sells used cars from different brands, the service team has to be able to fix more kinds of cars, not just one brand.
“Pre-owned vehicles” are used cars sold by a dealership that are not brand-new. In dealership operations, they matter because service technicians must be able to handle a wider mix of makes, models, and repair histories than with only one brand’s new-car fleet.
diagnose a very complex computer-controlled system
"However, the ones that you need, the top notch technicians with the most training and the ability to really diagnose a very complex computer-controlled system. They're gold, and you really have to go the extra mile to make sure that you are keeping them at the top of their game."
Cars today have lots of computers that control different parts. “Diagnosing” means figuring out what’s wrong by reading those computer codes and checking the related sensors and modules.
Modern cars rely heavily on electronic control units (ECUs) that manage engine, transmission, braking, and many other functions. “Diagnosing a complex computer-controlled system” means using scan tools and diagnostic procedures to pinpoint faults in sensors, modules, and software-driven behaviors rather than relying only on mechanical inspection.
certified
"There's a certain liability involved with making sure that individuals are qualified, certified, and can prove it."
“Certified” means the technician has been trained and can show they know what they’re doing. The speaker is saying that having proof of qualification helps protect the business.
In dealership service, “certified” typically means a technician has completed manufacturer or industry training and can demonstrate competency. The speaker ties certification to reducing liability by ensuring technicians can prove they’re qualified for the work they’re doing.
CTE program
"I think if I was building a program, three things I would do, get involved with my local CTE program, get involved with them through an internship or an apprenticeship program."
CTE stands for Career and Technical Education, which is school-based training focused on practical job skills. In this context, the speaker is recommending partnerships with local CTE programs to build a pipeline of technicians before they enter the dealership workforce.
internship or an apprenticeship program
"I think if I was building a program, three things I would do, get involved with my local CTE program, get involved with them through an internship or an apprenticeship program. Then once I have them on board, make sure that they understand that I put them into a career development process..."
These are training paths where someone learns while working with experienced people. The point is to build technician skills before they’re fully on their own.
An internship or apprenticeship is structured on-the-job training where new workers learn skills under supervision. The speaker frames these as a way to develop technicians’ capabilities while they’re already connected to the dealership’s real work.
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