Excelling in Parts & Service Roles in Automotive
Lilian Murugi
Pre-Purchase Inspection Manager at Peach Cars KE
Felicia Barr
Service Director at Bertera Auto Group
Suzie Randall
Parts Manager at Cerritos Acura
When you think about the heart of a dealership – the part that keeps things running smoothly and customers coming back – it’s fixed operations. The parts and service departments are the backbone of profitability, yet historically, like most spaces in automotive, they have been male-dominated fields. That’s changing though, thanks to incredible women who are proving they not only belong in these roles but can thrive and lead in them.
Today, we are spotlighting three trailblazing women in fixed operations: Lilian Murugi, Felicia Barr, and Suzie Randall. Their journeys are unique, but they all share a relentless drive, a passion for the industry, and a commitment to excellence.
If you’ve ever thought about a career in fixed ops – or wondered how to take your current role to the next level – these women’s stories will inspire and empower you.
Lilian Murugi - Turning Passion into Leadership
But breaking into the industry wasn’t easy. She started by selling vehicle accessories on the street in Kenya, then worked in a spare parts shop. Her growing curiosity led her to pursue formal training in automotive engineering, and she took every opportunity to gain hands-on experience – including working with six major dealerships.
Her big break came when she boldly handed out 10 copies of her resume at an auto show. Within a week, she got a call: a job as a service advisor at Scania Kenya. That was just the beginning. Over the years, she worked her way up through different roles in sales, service, and parts. Now she’s the PrePurchase Inspection Manager at Peach Cars KE, a role that lets her lead and mentor others.
Of course, the road wasn’t always smooth. Gender bias was a big challenge. “Facing subtle discrimination during hiring, promotions, and everyday interactions,” she admits. She had to work twice as hard to prove herself.
“I never concentrated too much on the negative – I used the stones thrown at me as my stepping ladder to the next staircase.”
And climb she did. Today, Lilian is not only a leader in her company but also a role model for women entering the field. And if you need proof of how far she’s come, she was the lead technician on Keyna’s 4th Presidential motorcade.
Lilian’s advice for women in automotive? “Pursue quality training. Develop essential skills. Embrace challenges and overcome stereotypes.”
“I wanted to be a service advisor, but my boss told me I wasn’t ready yet – so he started training me. The training was rigorous – he made me call him over and over to practice selling working until I got it right,” she recalls.
It was tough, but it paid off. She became a service advisor and quickly rose through the ranks.
But promotions weren’t always easy to come by. “I was passed up for jobs just because I was a woman,” she says. Instead of getting discouraged, she let it fuel her ambition. “I’m naturally competitive, and in many ways, I thrive as the underdog. When people underestimate me, it motivates me to prove them wrong”.
Her hard work led to a leadership role overseeing two Chrysler dealerships, and last year, she took on an even bigger challenge: opening a standalone Commercial Auto Service Center.
“This project was a dream of mine, and seeing it come to life was incredibly rewarding. It not only created more jobs for my existing staff but also provided opportunities for promotions and career growth within the team. Additionally, it allowed me to expand our c0-op program, bringing in more students to gain hands-on experience and start their careers in the industry.”
When asked what traits and skills are essential for success in fixed operations, Felicia gave several like willingness to learn, adaptability, and strong communication. But the one that stands out the most? Grit.
Suzie Randall - A Career Built on Expertise and Determination
“I was looking for a job in the late ’80s and saw an ad for a parts driver,” she recalls. THe manager didn’t want to hire me because he’d had bad experiences with female drivers. But there was a part-time job in the parts department, so I took it.”That part-time job turned into something much bigger. She worked hard, earned a promotion to counterperson, then transferred to another dealership within the organization. In 2010, she became a Parts Manager – a role she has now held for over a decade.
One of her biggest challenges was gaining credibility. “Getting people to believe I could look up their part and find the correct one was tough,” she says. Suzie overcame this by deeply studying parts catalogs, understanding how components functioned, and asking technicians detailed questions. “I paid attention to illustrations and figured out where to find the parts quickly. Back then, we only had microfiche, so I had to rely on memory and precision.”
Throughout her journey, Suzie had an important mentor – her first Parts Manager, a woman who had been in the industry since the 1970s.
Suzie takes pride in keeping operations running smoothly and making smart decisions that benefit both the customers and the dealership. one key example? “We often fly in parts for service when they’re back-ordered from the East Coast. It’s cheaper to spend $20 on shipping than to keep a customer in a loaner vehicle for a week.”
Her advice to women entering the field? “Prove yourself through your work and your knowledge, and you will earn the respect you deserve.”
Why Women Excel In Fixed Operations
✅ Women are naturally great communicators – They know how to break down complex repairs in a way customers can understand.
✅ They bring empathy and problem-solving skills – Understanding a customer’s frustrations and finding solutions builds loyalty and trust.
✅ They’re detail-oriented – Whether it’s diagnosing a repair issue or making sure the right part is ordered, precision is everything.
✅ They’re excellent multitaskers – Juggling customer needs, service schedules, and inventory management? No problem.
Ready to Take the Next Step?
🚀 Get trained – Look for automotive education programs, certifications, or apprenticeships.
👥 Find a mentor – Connect with industry leaders, join professional groups, and learn from those who’ve paved the way.
📢 Network and advocate for yourself – Attend industry events, build connections, and don’t be afraid to go after leadership roles.
Want to join a community of supportive women in automotive? Connect with Women in Automotive (WIA) and gain access to mentorship, resources, and career opportunities. Explore our programs today!
