How Women Are Changing Fixed Operations
Kendra Southern
Fleet Services Manager at Big Star Ford
Andrea Gerdes
Student at Central Oregon / Owner Tough Gall University
In an industry where women make up less than 20% of the workforce, the automotive fixed operations sector presents both formidable challenges and extraordinary opportunities. We sat down with two remarkable women who aren’t just surviving in parts and service roles—they’re thriving and creating pathways for others to follow.
Meet Our Trailblazers
Kendra Southern serves as Fleet Services Manager at Big Star Ford, part of the Ken Garff Automotive Group. With 27 years of industry experience, she’s witnessed firsthand the evolution of women’s roles in fixed operations.
Andrea Gerdes is completing her Master Mechanics Degree at Central Oregon Community College and owns Tough Gall Auto. Her journey into automotive mechanics began through necessity but evolved into a passion and career.
Finding Their Path in Fixed Operations: When Necessity Becomes Passion
For Kendra, automotive interest began with family influence and a powerful lesson about independence.
“My mom inspired me to learn about cars,” she explains. “She was often made fun of for breaking down and having to call one of her seven brothers for help. She always told me that I needed to learn how to fix cars myself so I wouldn’t have to rely on anyone.”
That lesson of self-sufficiency—one that resonates with so many women navigating male-dominated spaces—guided Kendra through countless challenges and into a field where she started as a technician in 1998, when seeing a woman under the hood was enough to raise eyebrows and questions about her capabilities.
Andrea’s path emerged from personal adversity. After escaping an abusive relationship in 2016, she found herself a single mother of five children with no one to rely on for car repairs.
“I no longer had a man there to do the things I had never done or even thought of doing,” Andrea shares. “Quite a few occasions happened where I was stranded on the side of the road with kids and didn’t have anyone to call. So, I did what I had to do to get my kids out of those situations.”
She taught herself automotive repair through YouTube videos, parts store conversations, and hands-on experience. What began with changing tires and replacing alternators evolved into rebuilding transmissions and swapping engines—all in her driveway.
Overcoming Industry Challenges
Both women acknowledge the significant barriers they’ve faced in the male-dominated automotive industry.
Kendra recalls, “Many older male customers didn’t appreciate a woman working on their vehicle. To earn their respect, I had to be extremely knowledgeable and establish trust. If I’m being 100% honest, there were times when it took a man vouching for me before they would allow me to work on their vehicle.”
Andrea experienced similar resistance when seeking employment, despite her qualifications.
“I have tried applying for jobs that I’m overqualified for and would get the interview, but it seemed like I would always get the same response of, ‘I’m sorry, we hired someone with a little more experience.’ Meaning, they hired a man to do a man’s job.”
These barriers led Andrea to pursue entrepreneurship.
“I decided that if I was going to be able to do what I love, then I’m going to have to open my own shop. I guess I was born with the inability to think I can’t do something.”
Defining Moments of Validation
For every professional, there are moments that confirm they’re on the right path. For Andrea, that moment came during her automotive education.
“I was taking a brakes class and had recently done some work on the front end of my truck,” she explains. After bringing her truck to school, her instructor used it as an example of unsafe repairs. “I was mortified and just wanted to quit. I had to stand there in the shop and answer all the questions the class had for me.”
When her teacher noticed her becoming upset, he surprised her:
“He looked at me and said, ‘You are an inspiration, and I am completely impressed by everything you have done.’ He went on to say that the work I had done in my driveway, no guy he knew would have ever attempted in a shop with help.”
That validation transformed her perspective.
“Not only did I gain confidence, I gained the other students’ respect as an equal.”
Kendra’s defining moment came with the realization that fixed operations could lead to senior leadership positions.
“I always believed that only sales roles could grow into leadership positions. However, at Ken Garff Automotive, there’s a strong belief in promoting from within. I’ve witnessed multiple promotions, many of which were well-deserved. I learned that with hard work, it’s possible to move up in Fixed Ops to roles like General Manager.”
She eventually stepped into a Service Director role where her leadership had a measurable impact. “Under my leadership, I grew the service department’s revenue by 53% and transformed a broken culture into a team that genuinely enjoyed working together and for the company,” she shares. “I thought I was simply doing what needed to be done—but that success showed me the power of staying the course even through doubt.”
Leadership Approach in a Male-Dominated Field
When managing service teams and customer expectations, Kendra emphasizes the importance of understanding individual motivations.
“Not all employees are the same, so getting to know your team is essential. What motivates them? What are their interests? Showing empathy lets them know you care. When problem-solving, you can work together on a solution, and they’ll trust that you have their best interests at heart.”
For customers, her approach centers on active listening.
“They just want to be heard—right, wrong, or indifferent. The key is listening and finding a way to meet expectations for both parties.”
Kendra credits her success to developing patience, organization, and communication skills.
“In Fixed Ops, there are so many moving parts. I’ve had to really focus on stopping and listening. When everything is moving at a fast pace, it’s difficult to slow down and truly listen.”
Creating Opportunities for Future Women In Automotive
Both women are passionate about expanding opportunities for women in fixed operations.
Kendra actively engages with community outreach.
“I used to help Girl Scouts earn their Car Care badge. The girls would come to our dealership, and we’d teach them how to change a tire, explain what certain dashboard lights mean, and show them what’s underneath a vehicle.”
She believes visibility creates possibility.
“When other women see that females can be successful in this field, it motivates them. I have had women want to come work for me once they find out a woman is in a leadership role.”
Andrea plans to create educational opportunities through her business.
“After school I plan on opening a repair shop with mobile services available. I want to conduct community learning classes, where people in the community can come and learn how to change their oil, or tires themselves.”
Your Roadmap to Success: Advice for Women Navigating Fixed Operations
For women considering careers in parts and service, our trailblazers offer these valuable insights to fuel your journey:
- Be visible in everything you do.
“Go above and beyond your job duties and be supportive wherever it’s needed,” advises Kendra. “Having knowledge in roles outside your normal responsibilities is highly beneficial.” In an industry where women are often overlooked, strategic visibility isn’t just helpful—it’s essential.
- Find and value mentorship.
Kendra credits two significant mentors who transformed her career trajectory.
“Having someone who recognizes your potential and supports your growth is invaluable,” she reflects. Her first mentor gave her an opportunity as a female technician when that was virtually unheard of. The second saw potential in her that she didn’t recognize in herself.
- Push past self-doubt—it’s your biggest competitor.
“As a woman, at least for me, self-doubt is a constant companion,” Kendra shares. “Not only do you have to prove yourself to others, but you also have to prove yourself to yourself.”
- Transform setbacks into stepping stones.
“Everyone makes mistakes but by learning and growing from your mistakes, you can help someone else not make the same ones, then you’ve already succeeded,” Andrea emphasizes.
Driving Change: The Future Belongs to Women in Fixed Operations
The automotive landscape is shifting, with women not just participating but actively redesigning the industry from the inside out. As Kendra observes,
“We’re seeing more women joining the automotive industry in a variety of roles—technicians, advisors, parts counters, and many others.”
Both women recognize that progress accelerates through purposeful mentorship.
“With the right women in leadership positions as mentors, we can help these women grow into leadership roles themselves, allowing them to pass on their knowledge to the next generation,” Kendra explains.
Andrea’s vision extends beyond personal achievement to community transformation. Through knowledge sharing and practical education, she aims to empower others—particularly women—with skills that promote independence and dismantle the traditional barriers that have kept automotive expertise in male hands.
What these women demonstrate isn’t just professional success—it’s a revolution in coveralls, one wrench turn at a time.
Ready to get your hands dirty and your career moving?
Explore our resources at Women In Automotive and join a community of trailblazers who are redefining what’s possible in fixed operations. Your journey starts now.