Position Summary
The Service Department Dispatcher / Assistant Service Manager plays a critical leadership role in the daily operations of the service department. This position is responsible for dispatching repair orders efficiently, balancing technician workloads, monitoring shop productivity, and supporting the Service Manager in achieving departmental goals related to customer satisfaction, profitability, and employee performance.
Key Responsibilities / Dispatching & Shop Operations
- Assign repair orders to technicians based on skill level, certification, and workload.
- Monitor technician productivity, efficiency, and shop capacity throughout the day.
- Maintain a balanced workflow to maximize labor sales and technician utilization.
- Ensure repair orders are properly documented and completed according to dealership standards.
- Coordinate with service advisors regarding job status, completion times, and scheduling needs.
- Prioritize warranty, internal, and customer-pay repairs appropriately.
Assistant Service Management
- Assist the Service Manager in overseeing daily department operations.
- Support hiring, training, coaching, and performance management of service personnel.
- Help ensure compliance with manufacturer requirements and dealership policies.
- Resolve customer concerns professionally and promptly when escalated.
- Monitor key performance indicators (KPIs) including technician efficiency, labor gross profit, and customer satisfaction scores.
- Assist with scheduling, staffing, and department workflow planning.
- Maintain a safe, clean, and productive work environment.
Customer Service & Communication
- Work closely with service advisors and technicians to ensure accurate communication regarding repairs and timelines.
- Support efforts to deliver exceptional customer satisfaction and retention.
- Assist in handling difficult customer situations and finding effective resolutions.
Qualifications
- Minimum 3–5 years of automotive service department experience.
- Previous experience as a dispatcher, shop foreman, assistant service manager, or similar leadership role preferred.
- Strong understanding of dealership service operations and repair order processes.
- Knowledge of manufacturer warranty procedures and service department best practices.
- Excellent organizational and multitasking abilities.
- Strong leadership, communication, and problem-solving skills.
- Proficiency with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, or similar).
- Valid driver's license and clean driving record.
Preferred Qualifications
- Experience with technician productivity management and workflow optimization.
- Proven ability to lead teams and improve department performance.
Compensation & Benefits
- Competitive salary plus performance-based incentives.
- Medical, dental, and vision insurance.
- 401(k) with company match.
- Paid vacation and holidays.
- Ongoing training and career advancement opportunities.
- Employee vehicle purchase and service discounts.
Why Join Our Team?
- Established and growing dealership.
- Supportive leadership team.
- Opportunity to make a direct impact on department success.
Pay: Up to $130,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
