Job Title: Automotive Service Tower Operator **Ford Experience is preferred**
Position Summary
The Service Tower Operator is responsible for coordinating the daily workflow of the service department to ensure efficient vehicle repairs, optimal technician productivity, and exceptional customer service. This role serves as the communication hub between Service Advisors, Technicians, Parts, Warranty Administrator, and Management, to ensure vehicles move through the shop efficiently while maintaining high-quality repairs and meeting promised completion times.
Key Responsibilities
- Dispatch repair orders to technicians based on skill level, certifications, workload, and efficiency.
- Monitor the status of all vehicles in the shop and proactively manage workflow to minimize downtime.
- Balance technician workloads to maximize shop productivity and efficiency.
- Coordinate with the Parts Department to ensure parts are available and repair delays are minimized.
- Communicate with Service Advisors regarding repair progress, delays, and additional repair recommendations.
- Prioritize emergency, appointment, and waiter vehicles while maintaining overall shop efficiency.
- Monitor technician productivity, efficiency, and repair completion times.
- Ensure repair orders are complete and accurately documented before closing.
- Assist in resolving workflow bottlenecks and operational issues throughout the day.
- Maintain a safe, organized, and productive shop environment.
- Support department goals for customer satisfaction, technician productivity, and profitability.
- Working with Internal vehicles such as preowned and new vehicles
Qualifications
- Previous experience in automotive service operations, dispatching, or shop management is an asset.
- Strong understanding of automotive repair processes and dealership operations.
- Excellent organizational and multitasking abilities.
- Strong communication and problem-solving skills.
- Ability to work effectively under pressure in a fast-paced environment.
- Knowledge of technician skill levels, warranty procedures, and shop scheduling is preferred.
Key Performance Indicators (KPIs)
- Technician productivity and efficiency.
- Repair order turnaround time.
- On-time completion of appointments.
- Effective dispatching and balanced technician workload.
- Customer satisfaction through timely service completion.
- Reduced vehicle downtime due to workflow or communication delays.
Success in This Role
A successful Service Dispatcher consistently:
- Keeps technicians productive throughout the day.
- Maintains a fair and efficient dispatch process.
- Communicates proactively with all departments.
- Anticipates bottlenecks before they occur.
- Helps maximize labor sales and technician efficiency.
- Supports excellent customer experiences through timely vehicle completion.
- Contributes to a positive, team-oriented shop culture focused on operational excellence and continuous improvement.
Only candidates selected for an interview will be contacted.
Pay: $54,000.00-$60,000.00 per year
Benefits:
- Dental care
- Extended health care
Work Location: On the road
